Live online · 2 × 4 hours · with Daniel Ord
Email Customer Service Training
Email training that teaches your team to write clear, human replies that resolve issues the first time, with fewer back-and-forth threads and complaints.
Designed and delivered by global expert Daniel Ord. Book a ticket on a live online public course, or train your whole team privately.
- Led by global expert Daniel Ord
- Live online: join from anywhere
- Certificate included
Trusted by leading organisationsHundreds of businesses, from local councils to national brands, have chosen CX Skills to upskill their teams. See who we’ve trained
What’s in it for your team
What your team will do differently
Most people never learn how to write a customer email. They copy old replies and guess the tone, which leads to long threads, escalations and rework.
This course gives your team a proven framework for structure, tone and clarity, so every email answers the question and sounds like a person wrote it.
- Fewer repeat emails and escalations
- Clearer replies customers understand first time
- Consistent tone that protects your brand
Use a clear framework
A 9-step email framework that brings structure and speed to every reply.
Read between the lines
Work out what the customer really wants, and how they really feel.
Show empathy in writing
The service skills that work in writing, and how they differ from calls.
Write concise replies
The inverted pyramid, fewer wordy phrases and better word choices.
Sound like a human
Drop the stock phrases so emails don’t read like they came from a machine.
Say no in writing
Deliver bad news clearly and positively, without starting an argument.
The course
One proven course, built by a global expert
Email Customer Service is one complete course: four modules over two live 4-hour sessions, with writing exercises on real emails so people improve as they go.
It’s the same proven format whether you book a public ticket or train your whole team privately.
Daniel has helped service teams around the world write better emails, and there’s always time to work through the replies your team finds hardest to write.
- 2 × 4 hoursTwo live sessions on separate days
- Live onlineVia Zoom, join from anywhere
- Public or privateOne ticket or your whole team
- CertificateFor everyone who completes
What’s covered: four modules
From a clear framework to the fine art of tone, with practice on real emails throughout.
Using an Email Framework
A 9-step framework for writing emails, practised on real examples.
- Each step of the framework
- Why structure speeds you up
- Practice with real emails
Interpreting Customer Emails
Become a detective: what does the customer want, and how do they feel?
- Reading tone and content
- Spotting what’s really being asked
- Replies that feel relevant and human
Service Skills for Email
The service skills that matter in writing, including empathy.
- Written vs verbal: what changes
- Empathy that works in writing
- Owning the issue in your reply
Addressing Tone and Content
Concise, human emails that meet the customer’s needs clearly.
- The inverted pyramid structure
- Cutting wordy and stock phrases
- Writing positively, and saying no
Three ways to train
Book a ticket for one person, bring the course to your whole team, or learn at your own pace.
Public course
Join a scheduled live online class
- 2 × 4-hour live online sessions
- Fixed dates, easy to plan ahead
- Book one ticket or several
- Save 15% when you book 3 or more
Private team training
Your team only, live online
- The same course, just for your team
- Time to talk through your real challenges
- Live online, on dates that suit you
- Minimum 5 participants
Self-paced online
Short video lessons, any time
- From $9.15 per person a month
- 400+ practical lessons and quizzes
- Manager dashboards, custom pathways
- Certificates for every course
Not sure it’s the right fit for your team? Talk to us
Getting sign-off?
Everything your manager needs, in one PDF
Download a two-page fact sheet with the outcomes, modules, format, price and options, ready to forward or attach to an approval.
Email Customer Service fact sheet
2 × 4 hours live online with Daniel Ord, $747 per person. Public or private.
Download the PDFPrefer to talk it through?
Not sure it suits your team? Get in touch and we’ll help you choose.
Talk to usUpcoming live public courses
Book an Email customer service course
Public courses run live online over two 4-hour sessions, so your team can join from anywhere. Pay by card or request an invoice at checkout.
Thursday 10 and Friday 11 December 2026
- Session 1 Thu 10 Dec · 12:30–4:30pm AEDT
- Session 2 Fri 11 Dec · 12:30–4:30pm AEDT
Online via Zoom · Bookings close Wed 9 Dec, 6:30pm
More dates
- 15Apr2027Thu 15 and Fri 16 Apr 202712:30–4:30pm AEST · both sessions · Online via Zoom$747ex GSTBook tickets
Who it’s for
Who is email customer service training for?
Anyone who resolves customer issues in writing, whether email is their main channel or one of several.
Customer service teams
Email support teams handling enquiries and complaints.
Complaints teams
Clear, defensible written responses to escalated cases.
Back office and admin
Resolving service and account issues by email.
Technical support
Explaining fixes and troubleshooting steps in writing.
Billing and collections
Communicating policy, payments and sensitive matters.
Team leaders
Coaching tone, consistency and written quality.
Looking for broader customer service training? Browse all customer service courses
Official ACXPA training partner
Want to save 25% with an ACXPA membership?
CX Skills is the official training partner of ACXPA, which defines the Global Contact Centre CX Standards and publishes the Australian Call Centre Rankings.
ACXPA Business Membership also includes written-service resources, including the full library of 480 Customer Response Templates.
- Written-service resources, including 480 Customer Response Templates with Business Membership
- ACXPA members save 25% on every live public course
- Tools, templates and live sessions to keep skills growing
ACXPA membership
Want to save $186.75 on this course?ACXPA members pay $560.25, not $747, plus a year of self-paced courses, tools and live expert support
ACXPA membership is a practitioner-built, vendor-neutral toolkit for anyone who answers customers in writing, and you don’t need to book a course to use it.
Members get self-paced courses on writing clear emails and communication skills, 480 Customer Response Templates with Business Membership, the Complaints Handling Hub, and live access to experienced practitioners every fortnight.
- 17self-paced courses with certificates
- 65+tools, templates and resources
- 50+hours of live expert access a year
- 25%off CX Skills live public courses
Sharpen your skills, any time
Self-paced courses on writing clear emails, communication skills and complaints, each with a workbook, quiz and certificate.
Plus one-minute refreshers that work well in a team huddle.
480 Customer Response Templates
Written replies your team can adapt, so nobody starts from a blank screen.
Included with Business Membership, alongside the Complaints Handling Hub.
Live expert access
A relaxed, off-the-record Open Mic on Zoom every second Tuesday with ACXPA’s founder and CEO.
Plus monthly CX and Call Centre Roundtables, kept in a searchable library.
Plus member tools for written service
A complaints framework that works
The 7-Step Complaints Handling Framework, staff cheat sheets and logging tools.
Staff chat properly
A staffing calculator that allows for shrinkage, occupancy and concurrency, built for email, tickets and messaging.
See where your service stands
The Customer Service Health Check rates you across 17 dimensions, with a full diagnostic and action plan for members.
An ACXPA Individual Membership is $197 ex GST a year, and Business Membership starts at $497 for a team of five, under $100 per person.
Every member gets 25% off CX Skills live public courses: five people on this $747 course save $933.75, far more than a Business Membership costs.
Why learn with Daniel
Why teams choose Daniel Ord
Daniel has spent decades helping organisations around the world lift service, and his courses are some of our most highly rated.
Every session is live and interactive, with real examples, practice and plenty of room for questions.
A global perspective
50,000+ people trained across 40+ countries, so your team learns what works worldwide.
A proven format
A course refined over many years and delivered the same way every time, so the results are consistent.
Practice, not theory
Real examples, exercises and discussion, so skills are ready to use on the very next customer.
Your challenges, discussed
There’s always time to talk through the situations your team faces every day.
Engaging online
Two half-day sessions that keep people involved and fit around rosters and service levels.
Recognised credentials
CCXP, ICMI Certified Associate and Net Promoter Certified, and a regular keynote speaker worldwide.
Reviews
What participants say
Verified reviews from people who’ve completed Email Customer Service with Daniel.
374 verified reviews across all CX Skills courses
Read every reviewEmail Customer Service · 12 reviews
On Google · 39 reviews
Independently verified
Truly Enlightening
Big thanks to Daniel and Marcus for the incredible two days training. I appreciate and acknowledge your effort in providing us with better understanding of how to enhance email, communicate well using structured framework and associate techniques. Thank you.
Thankyou!
Very informative training. I will definitely apply the knowledge gained from the email customer service training in my everyday communications with the customers. Thank you team!
Best Email Training!
This training was great because we were able to lean a lot within two days. While on the first day of the training, I was already able to picking on my errors and make the changes very quickly.
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The training was engaging and interesting. Enjoyed myself!
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Very practical in my daily work. The content was very good!
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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.
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The information provided was refreshing. I thoroughly enjoyed the session and found it extremely valuable.
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I like this training a lot. It addresses the objectives and Daniel was very good in his engagement…
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Everything was good! Excellent. Very useful techniques…
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The exercises and practice sessions were interesting and informative!
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Exciting! Good 2-way interaction during the training.
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The exercises and practices are great and help me to apply to email responses to both internal and external Customers.
FAQs
Email customer service training FAQs
Delivery, pricing, content and who the course suits.
Who should attend this course?
What topics are covered?
Is it only for customer emails?
How is the course delivered?
Can Daniel deliver the course onsite?
Can the course be customised for our team?
How much does it cost?
Will the course definitely go ahead?
What’s included?
What do participants need?
Is there a lower-cost or self-paced option?
An ACXPA membership is another option. Every membership includes the Award-Winning Emails self-paced course and 25% off live public courses, and Business Membership adds the full library of 480 Customer Response Templates.
How do I book?
Talk to us
Questions about training your team?
Book a call to talk it through, or send us a message and we’ll get back to you.
Book a callDownload the fact sheet
Prefer the phone? Call +61 3 9008 7287 (Mon–Fri, 8:30–17:30 Melbourne time) or email hello@cxskills.com.au.
Ready to lift every customer email?
Book a ticket on a public course, train your whole team privately, or start self-paced today.