The Email Customer Service training course has an average rating of 4.9 out of 5 stars
The March 2022 Email Customer Service training course is designed to equip frontline correspondence Team Members and their direct Team Managers with the knowledge and skills needed to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts)Â better manage complaints and enquiries received via emails.
Because whilst there are lots of training options for phone-based customer service, agents are often ill-equipped on how to properly communicate via email.
So this is very much an ‘architecture’ program designed to empower frontline employees with the skills to craft great emails. What we do is facilitate, step by step, how to create an email that delivers the desired results and how to address the content needs and the tone needs.
And while email has its own unique properties, an underlying aspect and structure helps. If you can say it well, then you can write it well!
The very best emails, whether complaint or enquiry based, sound like they come from a live human being.
Facilitated live over Zoom by global expert Daniel Ord (delivered over 2 x 4-hour sessions), in our March 2022 Email Customer Service training course we’ll teach a structured process that is applicable to all email correspondence regardless of your products, services or industry making it ideal for employees who have frequent communication with customers via the email channel.
March 2022 Email Customer Service Training Course Fast Facts
Who should do this course?
The March 2022 Email Customer Service training course is designed to teach a structured process in handling email customer correspondence for employees who are required to write and respond to customer enquiries, complaints and so on via the email channel.
Typical roles include:
- Call centre agents (sales or service) who handle customers emails
- Customer service staff
- Office/administration staff
- Telephone account management
- Complaints teams
- Written correspondence teams
Four great modules delivered over 2 x half-day (4-hour) sessions:
Session 1
Module 1. Using an Email Framework
Using a solid email writing framework makes such a big difference for success & efficiency in email writing. We use and work through a 9 Step Framework and use this section to introduce each step and 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 better interpret what customers want – so we deliver a more relevant and human experience.
Session 2
Module 3. Service Skills for Email
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 important 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 & 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 that exist out there (we apologise for any inconvenience is a classic example) so that emails sound like they come from a human being and 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 even just to internal colleagues.
About Your Trainer
The trainer for our March 2022 Email Customer Service training course is Daniel Ord from OmniTouch International – recognised as one of the leading customer experience and contact centre trainers in the world.
Daniel has trained over 50,000 participants across over 40 countries and is regularly featured in leading customer management publications and he has been a regular visitor to Australia for over 20 years.
Credentials-wise, Dan is a Certified Customer Experience Professional (CCXP), one of only a handful of recognised CXPA trainers in the world, an International Customer Management Institute (ICMI) Certified Associate, a Call Centre Industry Advisory Council Training Partner (CIAC), Net Promoter Certified and Daniel was the first to bring professional management level Contact Centre certification to Asia back in the early 00s (he was based in Singapore for 20 years).
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 excel.
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.
Customer TestimonialsÂ
The Customer service emails training course is a popular one with students as whilst there is often lots of guidance and tips on phone calls, emails and writing skills is often an area that agents have never received any guidance and structured learnings on.
Below are some customer testimonials from students who have recently completed the Email Customer Service training course.
Email Customer Service (Private course)
The training was engaging and interesting. Enjoyed myself!
Email Customer Service (Private course)
Very practical in my daily work. The content was very good!
Email Customer Service (Private course)
Daniel was very engaging and knowledgeable regarding the subject matter. He made a complex matter easier to understand and in conjunction with the workbook really helped me internalise the lessons.
Email Customer Service (Private course)
The information provided was refreshing. I thoroughly enjoyed the session and found it extremely valuable.
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service and leadership related courses facilitated exclusively by industry professionals. We’re one of the founding members of the Australian Customer Experience Professionals Association (ACXPA) and we are committed to helping Australia to be recognised as global leaders in Customer Experience.
We’ve trained thousands of staff across a diverse range of businesses and we’re proud of the amazing customer testimonials we’ve received directly and on Google reviews so you can rest assured your training is in good hands.
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Sheree Laursen
21:15 08 Dec 21
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Keira Smith
02:55 29 Nov 21
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Jamie Leonard
05:13 15 Oct 21
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
GVW Intranet
04:48 15 Oct 21
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Jim Rodd
00:00 14 Sep 21
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Sam Petroulias
04:45 16 Jul 21
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Rebecca Goss
21:20 26 Apr 21
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Marianne Rutz
11:06 26 Apr 21
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Rachael Lowe
22:30 25 Apr 21
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Eva P
16:53 25 Apr 21
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Rory Lynch
04:45 29 Mar 21
Game-changing training and insight. Highly recommend CX Skills training program.
Lee Siefken
22:57 15 Mar 21
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Vanessa Gralton
22:17 15 Mar 21
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Adrian Powell
11:34 15 Mar 21
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Monica Malgarini
06:29 03 Mar 21
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Chris Remnant
03:58 25 Feb 21
A very well structured training course. The trainer was very knowledgeable and a very good presenter.
Elena Prenner
22:06 03 Feb 21
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Nicole Field
05:25 02 Feb 21
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Badri Pokhrel
05:52 21 Jan 21
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Sarsha S
23:39 22 Dec 20
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Katherine Robshaw Ed Dept
04:06 30 Nov 20
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Kaylee Gerbes
23:43 21 Sep 20
How and when its delivered
The March 2022 Email Customer Service training course is delivered online as 2 x 4-hour modules on consecutive days 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.
If you would like to have more flexibility on the dates, times and duration or would like some cost-effective options for training larger groups/teams please refer to our private options.
The March 2022 Email Customer Service Course will be conducted on:
- Thursday 10th March 2022 12:30 pm to 4:30 pm AEDT (Melbourne)
- Friday 11th March 2022 12:30 pm to 4:30 pm AEDT (Melbourne)
Dates don’t suit? We typically run this course every couple of months – click here to see other dates >
Pricing and Payment Options
The March 2022 Email Customer Service is $497 AUD per person ex GST for the 8 hours of live facilitated learning (2 x 4-hour sessions) and a course workbook (delivered electronically).
Save 15%Â when booking for 3 or more staff in the same transaction (note: the discount will be applied on the final checkout page) and discounts are available for private bookings with larger groups.
Payment can be made by credit card or invoice – just select your preferred method on checkout.
