Email Customer Service course

4.9
The Email Customer Service course has an average rating of 4.9 out of 5 stars
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Very good11%
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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 August 2024 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
Writing emails for customer service training course

Email Customer Service Training Course Fast Facts

  • 9-hour training course delivered over 2 x 4.5-hour modules (two half days).
  • Perfect for all employees who handle email customer service correspondence (complaints or enquiries).
  • Delivered live & online by Daniel Ord, the world’s top CX & Contact Centre trainer!

Who should do this course?

Email training course for customer service September 2020

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)

Learn more about the course directly from Daniel Ord, the person who designed the course and the same person who will be delivering the course live to your employees.

Four great modules delivered over 2 x half-day (4.5-hour) sessions:

Session 1

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

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!

Search all customer service training courses >

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.

Daniel Ord training the Email Customer Service course
Daniel Ord is the trainer for the Email Customer Service course

Customer Testimonials 

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 and many employees lack confidence in.

Below are some customer testimonials from employees who recently completed the Email Customer Service training course.

View all our Customer Testimonials  >

Customer Testimonials for Email Customer Service course

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX Skills
Excellent
5.0
Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
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.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
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!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
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!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
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
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
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.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
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
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
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!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
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.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
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.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
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.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
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!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
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.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
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!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
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.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
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.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
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.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
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.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
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.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Private or Public training options

We offer this course both publicly and privately with the differences outlined below.

Public Courses

The Email Customer Service course is delivered as two x 4.5-hour sessions on consecutive days.

Being a public course, it’s a great way to hear and learn from others also attending the course (and build your network!) as well as being a cost-effective model for small numbers of attendees (you can purchase as low as one ticket).

The times and dates are fixed to enable you to plan ahead, and typically we run this course a few times each year. If you would like to have more flexibility on the dates, times and content or need to train larger groups/teams please refer to our private options.

See available public dates at the bottom of this page!

Private Courses

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 including:

  • More cost-effective for larger groups.
  • Greater flexibility over the course dates, time and duration.
  • Discussions remain in-house (so you can talk about exact scenarios)

Contact us about a private training session >

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).

Payment can be made by credit card or invoice – just select your preferred method on checkout.

Available Discounts

  • Save 15%  when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
  • ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
  • Want to train your whole team or multiple employees?  Contact us for customised pricing and availability.
Training for customer service emails

Do you have questions about this Email Customer Service training course?

Want to train your whole team or talk to us about a customised training program?

Speak to us live on +61 3 9008 7287 between 8:30 am to 5:30 pm Melbourne, Australia (AEST or AEDT) Monday to Friday or send us a message anytime >

Purchase tickets now to the upcoming public Email Customer Service Training Courses:

We currently do not have any public courses scheduled for the remainder of 2024. If you have a minimum of six employees, we can still offer you a private course – please contact us for pricing and availability. 

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Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.