Email Customer Service course
The Email Customer Service training course is designed to equip employees with the knowledge and skills they need to effectively (with style) and efficiently (with a focus on reducing unnecessary repeat contacts) better manage complaints and customer enquiries received via email.
Because while there are lots of training options for phone-based customer service, employees are often ill-equipped how to communicate via email properly.
Whether it’s the younger generation that has grown up with text-based chats and emojis or more mature employees who lack confidence in email writing, this course is designed to empower frontline employees with the framework and skills they need to craft great emails whether they work in a contact centre, customer service team, reception/office admin etc.
Step by step, we facilitate how to create an email that delivers the desired results and how to address the content and tone needs.
As while each email has its own unique properties (determined by the customer), an underlying aspect and structure helps.
The very best emails, whether complaint- or enquiry-based, sound like they come from a real human being. If you can say it well, then you can write it well!
Facilitated live over Zoom by global expert Daniel Ord (delivered over 2 x 4.5-hour sessions), the Email Customer Service training course will 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.
Email Customer Service Training Course Fast Facts
Course Suitability
The Email Customer Service training course is designed to teach employees a structured process for handling email customer correspondence.
It’s suitable for any employees who are required to write and respond to customer enquiries, complaints and so on via the email channel.
Typical roles include:
- Customer service staff
- Call centre agents (sales or service) who handle customer emails
- Office/administration staff
- Written correspondence teams
- Receptionists/assistants
- Telephone account management
- Complaints teams
Course Overview (Video)
When it comes to investing in training, the calibre, skills and experience of the trainer is paramount.
Daniel Ord is regarded as one of the leading trainers in the world, and in this short video you can hear directly from Daniel as he shares some insights into the course as he speaks to Justin Tippett, CEO of CX Skills.
Four great modules delivered over 2 x half-day (4.5-hour) sessions:
Session 1 (4.5 hours)
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.
Session 2 (4.5 hours)
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.
Do your employees need to learn customer service for more than just emails?
We have a range of customer service courses, from short courses (1 x 3 hours) to longer courses (3 x 3 hours), covering a range of channels, including phone, face-to-face/in-person, live chat, and more!
About Your Trainer, Daniel Ord
The trainer for the Email Customer Service 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 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.
Trainer Testimonials
Daniel Ord delivers several courses for us at CX Skills, from frontline employee training to senior executive courses, and as you’ll note below, his training is highly regarded by all attendees.
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!
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
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
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
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.
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Great Trainer!
I felt Daniel was a wonderfully positive and communicative presenter.
Response from CX Skills
Thanks Lauren, indeed – he’s terrefic and we’re thrilled to work with him on a regular basis!
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.
Response from CX Skills
Thanks Jacqueline, so true! Thanks for taking the time to leave a review 🙂
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.
Response from CX Skills
Thanks Shayanna, he’s definately one of the top trainers in the world for both expertise and engagement – glad to hear you enjoyed the course!
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.
Response from CX Skills
Thanks Shelley for taking the time to leave a review and super happy to hear that you found it a valuable investement and put some of the learnings to immediate use!
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
Response from CX Skills
Thanks Meredith, what a lovely review and glad to hear you found the course engaging combined with some great learnings. And yes, it’s very easy to get lost in time when engaging with Daniel!
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!
Response from CX Skills
Thanks Krysten, so glad to hear you enjoyed the course with Daniel and you 100% nailed it, he’s super knowledgeable and engaging which is a great combination!
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!
Response from CX Skills
Thanks Jac, really glad it’s given you a fresh perspective on your current job and we wish you well on your CX journey!
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!
Response from CX Skills
Thanks Tiffany, glad you enjoyed the course and appreciate the recommendation!
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!
Response from CX Skills
Thanks Jimmy and loved the WOW acronym!
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.
Response from CX Skills
Thanks Justin, so glad you enjoyed the course!
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!
Response from CX Skills
Wow! What are wonderful review – thank you so much Maksim and we’re thrilled you got so much out of the course and that you didn’t need too much coffee!
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!
Response from CX Skills
Thank you Jessica, glad to hear your enjoyed the course and that Daniel kept you engaged the whole way through (he has a tendency to do that!).
Wonderful course !!
This course was so informative and insightful. It was brilliantly delivered and should be mandatory for anyone working in management in a contact centre.
There were so many practical take aways that we have already started implementing (before the course even finished). I could not recommend this highly enough.
And Daniel kept us interested and engaged the whole time. Thanks so much!
Response from CX Skills
Thanks Anita, we agree – Daniel is a master at contact centres and its great to hear you’re already implementing some of the learnings before the course had even finished, love it!
Highly recommend!
My Team Leads and I got so much practical knowledge out of this course that we can take back to our team.
It really made us rethink the way in which we communicate with our customers and how we can make some small adjustments that can make a big difference.
The course is very interactive and engaging – Daniel is a great trainer and I loved his energy.
Response from CX Skills
Thanks Michelle; 8 hours seems like a lot for a course on Managing Difficult Customers on the surface, but I’m glad you found the course so interactive and engaging and that it’s going to make a big difference in how you communicate with your customers!
Fantastic and Informative!
Thank you Daniel for an incredible course. The content was fantastic and really informative.
I got so much value from everything you spoke about and the techniques we can all use to enhance the customer’s experience.
I loved how engaging you were and it made the two days of training fun and enlightening.
I know my team and I will be able to utilise much of the learning you provided to ensure our team manages our interactions in a better way!
Response from CX Skills
Wow! Thanks Georgette, always great to hear how much people enjoy the course and how the skills learned will be put to good use!
Great course!
Our team got so much value out of this course. It is concise, engaging and practical. Dan’s education style is amazing!
Thank you for all the lessons.
Response from CX Skills
Thanks Julieta, thrilled to hear the team enjoyed the course and we agree, the way Dan explains things is very engaging!
Inspiring & Enjoyable!
I found the course very interesting and inspiring! Daniel was excellent in articulating the skills and knowledge to communicate with customers in a more effective manner.
I admired Daniel’s style and humour as well!
Response from CX Skills
Thanks Veronica, we’re thrilled you enjoyed the course and learned some new skills whilst also having a laugh or two along the way!
Course Feedback
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 employees have never received any guidance and structured learnings on and many employees lack confidence in.
Below are some customer testimonials from employees who recently completed the Email Customer Service training course.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Private Training Options
The Email Customer Service course is only available as a private booking for a minimum of five employees.
This provides you with maximum flexibility in selecting the dates and times that work best for your business.
Discounts are available for training larger groups/teams.
Pricing and Payment Options
The Email Customer Service is $497 AUD per person ex GST for 9 hours of live facilitated learning (2 x 4.5-hour sessions) and a course workbook (delivered electronically).
We require a minimum of five employees for a private booking for this course.
On booking, you will be sent an invoice for payment by either credit card or direct bank transfer.
Available Discounts
- Discounts are available for training larger teams or workplaces.
- ACXPA Members save 25% off all CX Skills, including self-paced training courses and a host of other benefits. Learn More >
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