Connecting with customers through email
The Customer service emails 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) better manage complaints and enquiries received via emails.
This is very much an ‘architecture’ program. 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.
While email has its own unique properties, an underlying aspect 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 Customer Service Emails 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.
Customer Service Email Training Course Fast Facts
Who should do this course?
This Customer service emails training course is designed to teach a structured process in handling email customer correspondence for frontline staff 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
- Telephone account management
- Complaints teams
- Written correspondence teams
Four great modules delivered over 2 x 4-hour sessions:
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.
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 & 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
Your trainer for the Customer service emails training course is Daniel Ord from OmniTouch International – the leading Contact Centre & Customer Experience 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.
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 testimonials from students who have recently completed the training.
“I like this training a lot. It addresses the objectives and Daniel was very good in his engagement…”
“Training was engaging and interesting. Enjoyed myself…”
“It was more than I expected…”
“Training was very exciting and useful…”
“Everything was good! Excellent. Very useful techniques…”
“The exercises and practice sessions were interesting and informative”
“Exciting! Good 2-way interaction during the training…”
“Very practical in my daily work. The content was very good!”
“The exercises and practices are great and help me to apply to email responses to both internal and external Customers…”
About CX Skills
CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
How and when its delivered
The Customer service emails training course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:
The Customer Service Emails course is delivered as two 4-hour modules in consecutive days.
Being public, it’s a great way to hear and learn from others in the course (and build your network!) as well as being a cost-effective model for small numbers of attendees.
The times and dates are fixed to enable you to plan ahead and typically we run this course once a month. If you would like to have more flexibility on the dates, times and content or need to training larger groups refer to our private options.
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our private courses can deliver the same course with dates and times to suit you and we can also include email examples based on your business rather than generic ones we use in our public courses.
Pricing and Payment Options
The Customer Service Emails Training course is just $397 per person ex GST for the entire 8 hours of facilitated learning (2 x 4-hour sessions).
Want to register more than 3 staff? Save 15% when booking in the same transaction (note: the discount will be applied on the final checkout page).