Email Customer Service course
The Email Customer Service course is designed to equip employees with the knowledge and skills they need to effectively (with style) and efficiently (focusing on reducing unnecessary repeat contacts) better manage complaints and customer enquiries received via email.
Because whilst there are lots of training options for phone-based customer service, employees are often ill-equipped how to communicate via email properly.
So this is very much an ‘architecture’ program designed to empower frontline employees with the framework and skills to craft great emails whether they work in a contact centre, customer service team, reception/office admin etc. 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.
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 live 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 course will teach a structured process that applies 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
Who should do this course?
The Email Customer Service training course is designed to teach a structured process in handling email customer correspondence for frontline 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
- 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:
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 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
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.
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.
About CX Skills
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider 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.
Private or Public training options
We offer this course both publicly and privately with the differences outlined below.
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!
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)
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.
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 discounts are available for private bookings with larger groups.
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.
Purchase tickets now to the upcoming public Email Customer Service Training Courses:
Select your preferred date from the available courses below – click to see the exact times and to secure your ticket(s).