Email Customer Service Course
A practical, live-online Email Customer Service Course that equips your team to write clear, human responses that reduce repeat contacts and complaints. Designed and delivered by Daniel Ord.
Poorly written emails are expensive: unnecessary back-and-forth, escalations, and dented CSAT. This course gives managers a proven framework to standardise quality, lift confidence and speed up resolution across the email channel.
If you need consistent tone, fewer rework loops and measurable improvements, this is the training that moves the needle.
- 2 × 4-hour live online sessions
- For teams handling customer email
- Led by global expert Daniel Ord
- Frameworks to structure replies and resolve issues first time
- Tone, empathy and clarity techniques staff can apply immediately
- Workbook, certificate and post-course support included
Why Training for Email Customer Service Matters
Most employees never get formal training on how to write customer emails. They copy old replies, guess the tone, and hope for the best. The result? Back-and-forth threads, avoidable escalations, and wildly inconsistent quality that drags down CSAT and productivity.
Without a clear framework, even smart people write unclear messages: missing context, weak signposting, hedged language, and no next steps. That creates confusion, repeat contacts, and extra workload for managers who end up rewriting responses.
The Email Customer Service Course fixes that. Your team gets practical, repeatable methods for structuring replies, setting tone and empathy, using plain language, and closing with action. Fewer loops. Faster resolution. Stronger brand voice across every email.
This isn’t about scripts. It’s a proven toolkit for clear, human emails that solve problems first time and leave customers feeling respected.
Who Is This Course Suitable For?
The Email Customer Service Course is designed for organisations that want their people to deliver clear, professional, and empathetic customer emails every time. If your team handles enquiries, complaints, or complex service issues over email, this training builds consistency and quality that customers notice.
We focus on practical skills: structuring replies for readability, setting the right tone, using plain language, and closing emails with clarity and confidence. The techniques are immediate, usable and repeatable across industries.
The outcome is fewer loops, faster resolution, and customers who feel respected — not “templated.”
Delivered by Daniel Ord, this program blends world-class content with real-world application so your team writes emails that resolve issues and protect your brand reputation.
Typical roles that benefit from the Email Customer Service Course include:
- Customer Service Representatives: Email support teams handling enquiries, service requests and complaints.
- Team Leaders & Supervisors: Coaching staff on tone, consistency and effective written communication.
- Complaints & Case Management: Specialists writing clear, defensible responses to escalated cases.
- Back-Office & Admin Teams: Staff who resolve service or account issues primarily through email.
- Technical & Product Support: Teams explaining solutions or troubleshooting steps in writing.
- Billing, Credit & Collections: Staff communicating policy, payment options and sensitive account matters.
- Healthcare & Patient Services: Teams balancing empathy with compliance and professional language.
- Government & Utilities: Public-facing staff providing information and outcomes via regulated processes.
- Education & Training Providers: Enrolment, admissions and student services teams managing high volumes of written requests.
- Travel, Tourism & Hospitality: Reservations and service staff resolving customer issues by email.
Flexible Online Delivery — Practical, Interactive and Easy to Join
The Email Customer Service Course runs live online over two half-day sessions (2 × 4 hours). Your team can join from anywhere — home, office or on site — without losing whole days away from work.
We know operations can’t stop. This format gives staff time to learn, practice and recharge, while staying available to serve customers before or after each session.
This isn’t a lecture. Every session is fully interactive — with writing labs, group discussion and practical exercises led by Daniel Ord. Participants apply techniques to real examples, then get feedback they can use immediately.
- ✔️ Dial in from anywhere: simple access via Zoom or Teams, no travel required
- ✔️ Engaging format: live edits, examples, and breakout activities that mirror real email scenarios
- ✔️ Immediate impact: frameworks and templates staff can apply to the very next customer email
This proven online format makes it easy to upskill employees across locations — delivering consistent, clear and human customer emails that resolve issues first time.
Four great modules delivered over 2 × 4-hour sessions
The Email Customer Service course comprises four key modules delivered over two 4-hour sessions on separate days that will equip your employees with the skills to write better emails.
Module 1. Using an Email Framework
Using a solid email writing framework makes a big difference for success and efficiency in email writing. We use and work through a 9-step Framework, and this section introduces each step and helps us practice understanding each step using real emails.
Module 2. How to Interpret Customer Emails
The email channel requires us to become detectives. What does the customer really want? How do they really feel? Interpreting Tone and Content is a vital first step in figuring out what to say and how to say it.
Using a variety of exercises, we learn to interpret better what customers want – so we deliver a more relevant and human experience.
Module 3. Service Skills for Email
Customer Service skills for phone calls? Yes – we all know about that. But understanding service skills for email – including the all-important ‘empathy’ – aren’t as widely known.
We cover the critical similarities & differences in written vs. verbal formats.
Module 4. How to Address Tone and Content
Writing a great email – one that’s concise, human, and addresses the needs clearly – is an art and a science.
With content, we look at the inverted Pyramid writing structure, the elimination of wordy phrases, better word choices and even how to say NO when you need to.
For Tone, we talk about dropping some of the silly phrases out there (we apologise for any inconvenience, which is a classic example) so that emails sound like they come from a human being, not a machine.
And we cover the fine art of writing positively.
This is one of our most important courses and applies to anyone who writes emails – whether to customers or internal colleagues.
What Your Team Will Be Able To Do After This Course
Email Customer Service Course builds practical capability for teams who resolve issues in writing. Staff leave with clear, repeatable methods to write emails customers understand the first time.
The outcomes below translate directly to day-to-day service: fewer back-and-forth loops, faster resolution and a consistent professional tone.
Need Broader Customer Service Training?
The Email Customer Service Course is a comprehensive 8-hour program dedicated to mastering customer emails. It goes deep into writing frameworks, tone, and clarity — but it’s focused solely on email.
If your team needs broader skills across multiple channels — including phone, live chat and general service fundamentals (with some coverage of email) — explore our full range of Customer Service Training Courses.
There’s a course to suit every role and experience level — from new starters building confidence to seasoned staff sharpening their multi-channel skills.
Public vs Private Email Customer Service Course Options
We offer both public courses and private delivery so you can choose the format that best suits your organisation.
Public courses are ideal if you have just one or two employees to upskill, or if you value hearing how other industries approach similar email challenges.
Private courses are designed exclusively for your team. They create a safe, confidential environment to workshop the real email scenarios your employees face every day.
Both formats are delivered live online by Daniel Ord. Not sure which is right for you? Contact us and we’ll help you decide.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Mix with peers from other industries and share perspectives | Confidential, safe space to apply learning to your real email scenarios |
| Dates & Times | Fixed schedule — choose from advertised dates | Flexible — delivered on dates and times that work for you |
| Delivery Method | Live online (via Zoom/Teams) | Live online (via Zoom/Teams) |
| Cost | $747 per person (ex GST) | More cost-effective for groups of 5+ |
| Best For | Organisations with 1–2 employees or those who want cross-industry learning | Companies wanting confidentiality, focus and team-wide consistency |
| Minimum Numbers | No minimum — book one or more seats | Minimum of 5 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
About Your Trainer
The Email Customer Service Course is designed and facilitated by Daniel Ord, one of the world’s leading CX trainers. Daniel has spent decades helping organisations improve their service quality with practical, proven techniques.
His programs are known for clarity, energy and immediate applicability. Teams finish with frameworks they can use straight away, a shared language for writing great customer emails, and the confidence to deliver consistent quality with every message.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and presenting keynote speeches across the world.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC) and is Net Promoter Certified.
Daniel is consistently regarded as the best trainer in the industry with his incredible subject matter expertise, excellent storytelling with real-world examples, a great sense of humour and a clear passion for the industry and helping people achieve success.
So it's not surprising to note that despite all the numerous industry accolades and recognition, it's the Customer Testimonials Daniel is most proud of and you can read a selection of his recent testimonials below.
What Teams Say About Training with Daniel Ord
While the Email Customer Service Course is new for Australia, the trainer behind it isn’t. Daniel Ord has delivered service training to thousands of employees worldwide, and the feedback is always consistent: clear frameworks, engaging delivery, immediate applicability and skills that make a difference from day one.
Below are just some of the reviews Daniel has received across his programs. Different courses, different industries — the same outstanding impact.
Priceless and engaging
This was one of the most enjoyable courses that I have ever done. No boring bits! Daniel was amazing and kept us totally engaged in this interactive course. Our comments and opinions were warmly welcomed. The course content was priceless for our roles in customer service.
Of course, we were given tools to make sure our customers were given top tier customer service. What I didn’t expect was how these tools would also benefit us so much. I feel more confident and calmer moving forward. While all of this is a work in progress, I am excited to try these new techniques, have fun with them and no doubt enjoy great results. Thank you so much!
Engaging session very relevant to our business
We recently attended the Managing Difficult Customers Course presented by Daniel Ord and found it to be highly beneficial. Daniel was an engaging presenter who kept us captivated throughout the session. The course covered many relevant topics that directly apply to our day-to-day work.
We thoroughly enjoyed the course and are already discussing ways to tweak our current practices to incorporate the strategies we learned. Overall, it was an insightful and practical experience that we believe will significantly enhance our customer relations.
Enlighting and helpful
An enjoyable course providing valuable insights to help to have valuable conversations with our customers. Well presented and very engaging. Great Job!
AMAZING!!!
I would highly recommend this course to any new or experienced Quality Assurance member. I am new to the role and have gained so much from this course. Myself and a colleague are in new roles in a brand new team where we have had to build our roles from the ground up. Whilst we have done this since Feb 2025 this course and Daniel have given myself and my colleague very valuable information that will assist us in developing ourselves, it will also assist in the development of our teams.
Fantastic course!
A really a comprehensive and enjoyable course to attend.
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Great Trainer!
I felt Daniel was a wonderfully positive and communicative presenter.
Your words are so important!
This was some enlightening information regarding words and phrases that matter, and how we can better deliver negative news to our customers.
Great Course with a Great Trainer
Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.
Excellent course covering strategy and best practice thinking for CX
Really enjoyed this course! Designed well so that it fits with a busy work schedule.
Great content, delivery and knowledge from Daniel and interesting discussions with the group.
I found this course really valuable and have been able to implement and test some thinking and ideas immediately.
Authentic Course with Genuine Learnings
I found this course to be very engaging, Daniel does a wonderful job of keeping it interesting and honestly the time just flew. Whilst I work in the CX Field every day, this course challenges your thinking in the field of Customer Experience (CX) and have given me some fresh perspecitives.
It is not a tick the box type of course, it is very worthwhile with genuine learnings. I would highly recommend to any either starting their journey or well into their CX journey
Very interesting & engaging!
Daniel is a passionate and very knowledgeable CX expert who was very engaging throughout the whole course. Relevant course content and thought-provoking activities to learn through discussion. Definitely recommend this training!
Lots of Key Takeaways
I love this training and learned a lot! Thank you Daniel for giving such a meaningful course.
The key takaeway for me was that Customer management and customer service are totally different concepts and that CX management should look from the perspective of the customer lifecycle, etc.
It really has has provided me with a fresh perspective on my current job!
A fantastic CX Management Fundamentals course!
The CX Management Fundamentals course has helped me understand important CX practices and how we can bring these to life within our business to deliver continuous Cx improvements.
The course was extremely engaging and created a safe environment to ask questions and bounce ideas. I highly recommend this course for anyone new to CX or wanting to expand on their current skillset!
CX Management - CCXP Exam Preparation Workshop - ONLINE
Well, it was an amazing 4 days! I have learnt so much from the program and key concepts have given me a-ha moments. Customers are the lifeline to any business and it is not only the responsibility of the Customer Service teams.
This program is WOW. W for Winning [rich, structured and meaningful content – world class], O for Outstanding [delivery was impeccable and Daniel, is always animated, lively, funny and very clear in delivering the messages] and W for Warmth [the warmth and respect that Daniel brings across in an online setting is tremendous].
Now I know more, I want to do more. Terima kasih!
Comprehensive and interesting class
It shaded me the overall ideas on customer experience though myself are from Customer Contact background, and it’s help me to understand how to deal with other department.
Keep the customer journey in mind and make improvement, and also not to forget employee also are key in this CX journey.
Deep understanding of key concepts, connecting the dots, engaging atmosphere
Here’s why anyone looking to boost their professional game should consider this course:
1. **The Knowledge Depth is Something Else**: Having been in the tech consulting world for over 20 years, I thought I knew a thing or two about how contact centres tick. I’ve learned heaps from both hitting the books and real-life client work. But Daniel, he’s on another level. He peels back layers on stuff you thought you knew through and through, and he backs it all up with examples from top-tier companies. It makes all those theoretical concepts really come to life.
2. **It’s All Connected**: One of the coolest things about Daniel’s approach is how he connects the dots. It’s like putting together a giant puzzle – piece by piece, you start to see the big picture emerge, where everything flows together smoothly. It’s not just about memorizing stuff; it’s about seeing how one thing affects another, which is super helpful for remembering and applying what you learn.
3. **The Live Experience Rocks**: Daniel’s all about the live course vibe. You get to throw questions at him, chat with fellow participants, and even grow your network with some quality connections. Targeted at Aussies, for me it meant almost no sleep for four nights. But Daniel’s way of keeping things lively, with discussions and the odd joke, made it feel easy. Plus, being up when the world’s quiet meant fewer distractions and better focus on my end.
Wrapping it up, if you’re looking to level up or streamline your contact centre management skills, Daniel’s course is the way to go. Trust me, you’re going to get a lot out of it!
Happy learning!
Great Learning Experience
The course was very informative and opened my eyes to many new ideas and concepts I previously had no knowledge of. This will definitily help improve our companies processes.
Daniel was a really great teacher, and is really impressive at keeping everyone engaged and positive reinforcement.
Overall, it was a very enjoyable course that I benefited alot from. Thank you!
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The Email Customer Service Course is delivered live online over two half-day sessions, making it easy for teams to attend from anywhere with minimal disruption.
Book a single seat or enrol multiple employees. Choose your preferred date in the Upcoming Dates section and complete your booking.
💳 Credit card and invoice payments are both accepted.
Seats are limited and sessions fill quickly. Secure places early to avoid waiting for the next intake.
📅 Upcoming Public Email Customer Service Courses
Join an upcoming Email Customer Service Course. Pick your date, jump to the course page, and book in minutes.
Sessions run live online over 2 × 4-hour blocks so teams can join from anywhere without losing whole days on the roster.
Want to talk first or prefer a private delivery for your team? Call +61 3 9008 7287 or send us a message.
October 2025 Email Customer Service
Online via Zoom Price: $747.00 AUD ex GSTLearn how to write better emails to customers in the October 2025 Email Customer Service training course (suitable for all employees).
January 2026 Email Customer Service
Online via Zoom Price: $747.00 AUD ex GSTLearn how to write better emails to customers in the January 2026 Email Customer Service training course (suitable for all employees).
Frequently Asked Questions (FAQs)
The Email Customer Service Course is ideal for teams who resolve customer issues in writing: Customer Service (email), Back-office/Admin, Complaints & Case Management, Technical/Product Support and Team Leaders who coach written quality.
Public courses run live online over 2 × 4-hour sessions so staff can join from anywhere with minimal disruption.
Private courses are delivered live online exclusively for your team, with activities tailored to your real email scenarios.
The program follows four modules provided by Daniel Ord: how customers read service emails, frameworks for structuring replies, language/tone/empathy in writing and quality checks for continuous improvement.
Total duration is 8 hours delivered over 2 × 4-hour live sessions. Participants receive structured learning materials, practical exercises and a Certificate of Achievement.
You can book a single seat or multiple seats in a public course. Volume discounts apply for 3+ seats, and ACXPA members save 25%. For teams of 5+ you may want to consider private delivery, just for your employees.
We teach repeatable frameworks and language techniques so employees can write naturally and professionally. Templates may be demonstrated for guidance, but the goal is confident, flexible writing.
Public course seats are $747 per person (ex GST). Private delivery is available for groups of 5 or more.
The course is facilitated by Daniel Ord, a globally recognised expert in CX and Contact Centre training known for engaging, practical delivery.
Choose your date in the Upcoming Dates section and complete your booking. We accept credit card and invoice payments. Volume discounts apply and ACXPA members save 25%.