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Live Chat Customer Service Training October 2021

October 7 @ 1:00 PM - October 8 @ 5:00 PM AEDT |$397


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Live Chat Customer Service Training (October 2021)
$ 397.00 ex GST

October 2021 Live Chat Customer Service Training (for frontline staff)

Today, the use of Text Chat/Live Chat conversations is growing amongst the Contact Centre industry as customers continue to use different channels to engage with your business whether it’s through a live chat software on your website, SMS, Facebook, WhatsApp and so on.

Unlike voice conversations which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Text 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 October 2021 Live Chat Customer Service training course, we address the role of Text Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and overall 4-Step structure to ensure enquiries are handled with finesse.

If you currently have agents handling Text Chat or are thinking of introducing this channel – this course is designed for you and your frontline agents.

Looking to introduce the live chat channel or you are already accountable for Live Chat in your business? Check out our live chat course for managers >

online customer service training for live chat October 2021

October 2021 Live Chat Customer Service Course Fast Facts:

  • 8 Hours of live facilitated learning (2 x 4-hour sessions)
  • Module 1 & 2 delivered in Session One, Module 3 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 October 2021 Live Chat Customer Service Training 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
    • Greet KPIs and behaviours
  2. Listen
    • Listen KPIs and behaviours
  3. Control
    • Control KPIs and behaviours
  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 October 2021 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.

Live Chat for customer service trainer Daniel Ord October 2021

How and when its delivered

The Live Chat Customer Service Training October 2021 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 refer to our private training options.

This course will be held on:

  • Thursday, October 7, 2021  13:00 to 17:00 AEST
  • Friday, October 8, 2021 13:00 to 17:00 AEST
Online live chat training course in October 2021


The Live Chat Customer Service Training October 2021 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 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 October 2021 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 >


October 7 @ 1:00 PM AEDT
October 8 @ 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