Live Chat Course for Customer Service Employees
$747 AUD per employee
Today, the use of Live Chat conversations is growing amongst the Contact Centre, Digital Service and Customer Service industry as customers continue to use different channels to engage with your business using communication channels that are most convenient to them.
Unlike voice/phone conversations which have their own set of skill requirements, there are some unique considerations for handling customers who choose to use Live Chat to contact your organisation.
As this form of contact is in writing, most organisations are highly sensitive with regard to the protection of their brand and image, as well as overall courtesy and writing skills.
The Live Chat course for Customer Service Employees is designed to assist frontline employees who handle live chat interactions whether it’s a contact centre agent, customer service employee etc.
We address the role of Live Chat in the Customer Experience, the 5 most important mistakes to avoid, the use and abuse of pre-scripted functionality and the overall 4-Step structure that delivers best-practice live chat customer interactions.
The Live Chat course for customer service is facilitated by global expert Daniel Ord and is delivered over two x four-hour online sessions.
Live Chat course for Customer Service Fast Facts:
8 hours of live training across two half-days (2 x 4-hour sessions)
The Live Chat course for Customer Service employees is split into three great modules across two half-day workshops (~4-hours each workshop).
Workshop 1
Module 1: Expectations, Alignment and Customer Access
Whilst we spend the bulk of this course teaching employees how to have great live chat conversations, it always helps to have a big picture of what you want to achieve.
A purpose, a mission – a vision. Call it what you will.
To help Frontline Team Members succeed in the live chat channel, we look at the different ways organisations use the channel – and what really drives Customer Satisfaction with Live Chat.
- Service, Sales or Technical Support?
- How do Customers use Live Chat?
- Defining Customer expectations for the Live Chat channel.
- Key Drivers of Customer Satisfaction with ‘On-line’ Services.
- Customer Access Strategy for Live Chat.
Module 2. Hygiene Factors for Live Chat
Hygiene factors are the basics. Getting the basics right is expected. But getting the basics wrong is all too easy sometimes.
In this section, we cover what those basics are and how to make sure they stay in tip-top shape.
- Service Level and Response Time (so employees understand why they matter).
- The use/abuse of pre-scripted “functions” (Where they came from – where they will go – it’s a journey!).
- Understanding conversational direction change.
Workshop 2
Module 3. The Four-Step Process for Managing Live Chat Conversations
Now comes the fun part! This is where we spend most of our time on this course – learning how to have great conversations on Live Chat.
Our 4-part structure, along with practical tips at each step of the way, makes it possible.
Employees will learn the following:
- Greet, Listen and Control KPIs and behaviours.
- How to Present a Problem-Solving Solution.
- How to Present a Product & Service Solution.
- How to Present an Order Taker Solution.
Course Suitability
The Live Chart course for customer service employees is suitable for any employee that handles live chat interactions with customers. This can typically include:
- Contact centre agents
- Customer service employees
- Receptionists and office employees
- Marketing/Social Media employees
- Business Process Operations staff (BPOs/Outsourcers)
- Small Business managers and employees
About Your Trainer, Daniel Ord
Daniel Ord from OmniTouch International, recognised as one of the world’s leading customer experience and contact centre trainers, will teach the Live Chat Customer Service training course.
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.
Customer Testimonials for this course
As a relatively new channel and due to the slower uptake of live chat in Australia compared to other countries, we’ve only run this class once in Australia, so we are looking forward to bringing it back in 2024 with new and updated content!
If you need to chat, why not Live Chat!
This course was really good. Daniel was a great instructor and had a lot of good tips and helpful advise
Really enjoyed it!
I am so lucky to be able to join this training! Thank you very much for sharing the knowledge and improving my knowledge about live chat.
Very enjoyable
Thank you so much, it is a good class, very enjoyable. Many different point of view because we are from different country but Customer Satisfaction is a universal word and we learn so much how to serve the customer inquiries.
Live Chat Skills
Daniel has made this course very enjoyable. He is easy to understand and has loads of examples to help us!
Public or Private Delivery Options
All of our Live Chat training courses can be delivered publicly (with employees from other businesses attending) or privately (just for your employees/business). Learn more below.
Public Courses
Our publicly available live chat courses enable you to enrol as few as one employee, making them a cost-effective way of upskilling your frontline employees with minimal impact on your operations.
The public courses can also be a great way to interact and learn from others in either the same or different industries.
Each course has fixed times, dates and durations making it easy to plan around shifts, holidays, induction periods etc.
You’ll find a list of upcoming Live Chat courses for Customer Service employees at the bottom of this page!
Private Courses
Whilst the Live Chat Course for Customer Service employees 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 custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.
Why Businesses Trust 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 >
Pricing & Payments
The Live Chat course for Customer Service employees is $747 per person ex GST for 8 hours of live facilitated learning (2 x 4-hour sessions) delivered by world-famous CX & Contact Centre training expert Daniel Ord.
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 >
This course is only available for private bookings with a minimum of five employees.
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📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
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