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Live Chat Customer Service Training February 2022

Feb 14, 2022 @ 1:00 PM - Feb 15, 2022 @ 5:00 PM AEDT | $397
A customer service agent handling a live chat conversation on a computer


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Live Chat Customer Service February 2022 Course
$ 397.00 ex GST

February 2022 Live Chat Customer Service Training (for frontline staff)

Today, the use of Live Chat conversations is growing amongst the Contact Centre industry as customers continue to use different channels to engage with your business using channels that are most convenient to them.

Unlike voice/phone conversations which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation.  As this form of contact is in writing, most organisations are highly sensitive with regards to the protection of their brand and image, as well as overall courtesy and writing skills.

In this February 2022 Live Chat Customer Service training course, we address the role of Live Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and we teach agents the overall 4-Step structure to ensure enquiries are handled with finesse.

If you currently have agents handling Live Chat conversations with customers – this course is designed to help them deliver a high quality of customer service via Live Chat.

If you are looking to introduce the live chat channel or you are already accountable for Live Chat in your business, then we also have a live chat course for managers >

February 2022 Live Chat Customer Service Course Fast Facts:

  • 8 Hours of live facilitated learning (2 x 4-hour sessions)
  • Modules 1 & 2 are delivered in Session One, Module 3 is delivered in Session Two 
  • Designed for frontline agents handling live chat, text chat or SMS chat conversations
  • The course is facilitated by global Contact Centre & CX Expert Daniel Ord

Three great modules:

Our February 2022 Live Chat Customer Service training course for frontline agents is delivered over 3 great modules:

Module 1: Expectations, Alignment and Customer Access

It always helps to have a big picture of what you want to achieve.  A purpose, a mission – a vision.  Call it what you will.

To help Frontline Team Members succeed in the chat channel we look at the different ways organisations use the channel – and what really drives Customer Satisfaction with Live Chat.

  • Service, Sales or Technical Support? How do Customers use Live Chat?
  • Defining Customer expectations for the Live Chat channel
  • Key Drivers of Customer Satisfaction with ‘On-line’ Services
  • Customer Access Strategy for Live Chat

Module 2. Hygiene Factors for Live Chat

Hygiene factors are the basics.  Getting the basics right is expected.  But getting the basics wrong is all too easy sometimes.

In this module,  we cover what those basics are and how to make sure they stay in tip-top shape.

  • Service Level and Response Time
  • The use/abuse of pre-scripted “functions”
    • Where they came from – where they will go – it’s a journey
  • Understanding conversational direction change

Module 3. The Four-Step Process for Managing Live Chat Conversations 

Now comes the fun part.  How do we have great conversations on Live Chat?  Our 4-part structure along with practical tips at each step of the way makes it possible.

  1. Greet
  2. Listen
  3. Control
  4. Solution
    • How to Present a Problem Solving Solution
    • How to Present a Product & Service Solution
    • How to Present and Order Taker Solution
    • How to transfer the chat to a different channel

About Your Trainer

Your trainer for the February 2022 Live Chat Customer Service Training training course is Daniel Ord from OmniTouch International – the leading contact centre trainer in the world with his courses regularly selling out across the globe.

Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading contact centre publications and he has been a regular visitor to Australia for over 20 years.

Participants consistently rank Daniel as the best trainer they’ve had with incredible subject matter expertise, excellent storytelling with real-world examples and of course, a great sense of humour so you’ll have some fun while you learn!

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), Net Promoter Certified and the first to bring professional management level Contact Centre certification to Asia back in the early 00s.

Like to learn more about Daniel? Read some of Daniel’s articles on CX Central, listen to some Podcasts on the CX Hustle or view Daniel’s profile on LinkedIn.

A picture of Daniel Ord, the trainer for the Live Chat customer service training course in February 2022

How and when its delivered

The Live Chat Customer Service Training February 2022 training course is delivered as two 4-hour modules in consecutive days delivered via Zoom Teleconferencing. This is a public course meaning it is available for anyone to book and the times and dates are fixed to enable you to plan ahead.

Dates don’t suit?

Check to see other upcoming Live Chat Customer Service training courses or, if you would like to have more flexibility on the dates, times and content or want a course just for your team please refer to our private training options.

This course will be held on:

  • Monday, February 14th, 2022  13:00 to 17:00 AEDT
  • Tuesday, February 15th, 2022 13:00 to 17:00 AEDT
An image of a clock showing the dates and times of the online training course for live chat customer service


The Live Chat Customer Service Training February 2022 training course is just $397 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions) delivered by world-famous CX & Contact Centre training expert Daniel Ord.

Sending more than 3 agents? Get a 15% discount! (Discount applied on the final checkout stage)

Purchase now

Tickets to the February 2022 Live Chat Customer Service training course can be purchased instantly using a credit card below.

Got questions?

If you would rather be sent an invoice, need some help with your booking or if you have any further questions please contact our Australian based support team on 03 9008 7287 between 8:30 AM and 5:30 PM AEDT/AEST Monday to Friday or send us a message anytime >


Feb 14, 2022 @ 1:00 PM AEDT
Feb 15, 2022 @ 5:00 PM AEDT
Courses Category:


CX Skills
+61 3 9008 7287
View Organiser Website


Course Completion:
Two Days
Daniel Ord
Session Duration
4 Hours
Number of sessions
Total Course Hours