Writing Customer-Focused Email and Chat

Excellent customer service e-mail and chat mean more than writing mechanically correct email. To elevate your email from adequate to excellent, you must write responses that solve your customers’ problems and make them feel valued. In this course, you will learn how to write email that clearly answers the customer’s questions. You’ll learn how to read between the lines to identify and solve the customer’s problem. You’ll learn how to customize and integrate automated responses into your email responses. You will learn the importance of tone and learn quick techniques for personalizing e-mail to build customer loyalty.

Using writing samples based on your company’s customer service emails, you will review, revise and write customer-focused email. You’ll receive feedback from instructors to reinforce your writing skills.

What you will learn:

  • The traits of excellent customer service email
  • How to quickly compose responsive customer service email
  • How to identify customer questions and make sure the response answers ALL the questions
  • How to write email that solves the customer’s problem
  • How to write with a polite and positive tone and how to personalize e-mail to make customers feel valued
  • How to incorporate automated responses into an email reply so that the e-mail clearly answers the customer’s questions
  • How to review their own email responses for clarity and correctness
  • How to respond to live chat

What you will do:

  • Read sample customer service email to develop a list of the traits of well-written email
  • Find the questions a customer is asking in sample email and write a response that answers the questions and solves the customer’s problem
  • Write tailored email responses that combine new writing with automated responses
  • Write email with a polite, positive and personal tone
  • Practice techniques for writing quick responses
  • Use headings to organize a complicated response
  • Use E-WRITE’s customized email message template to write effective email
  • Review principles of concise writing and basic punctuation rules
  • Practice writing responses for a live chat session

Course length
: one day


We have 15 digital customer service agents who would benefit from this focused writing course. Can I pls get a price on how much this course would cost to deliver?

Posted by: Crystal McLarty | September 28, 2017 at 12:38:11pm

Hello, Would love more information/pricing on this course!

Posted by: Will | November 28, 2017 at 10:22:36am

I would like information about the pricing and delivery method for this course.

Posted by: Jen | February 14, 2018 at 02:21:51pm

Hello, Jen - thanks for your interest in this course. I sent you an email on February 15. Did you receive it? You can always email me directly at Leslie@ewriteonline.com. Thanks - Leslie O'Flahavan

Posted by: Leslie O'Flahavan | February 20, 2018 at 03:28:50pm

I would like information about the pricing and delivery method for this course.

Posted by: Kevin | March 18, 2019 at 01:06:52pm

Hello, Kevin - I'd be delighted to speak with you about this course. Yesterday, I sent you an email proposing a few times for us to meet to discuss our options. Looking forward to speaking with you soon. Thanks, Leslie O

Posted by: Leslie O'Flahavan | March 20, 2019 at 05:00:09pm

NIce article to learn How to talk to our customers. I am Glad to thank you for this great and informative post.

Posted by: James Zordan | April 20, 2019 at 07:01:23am

Hello, please send me info/pricing and delivery method for this course.

Posted by: Kathy Capelli | January 7, 2020 at 12:09:57pm

Hello, Kathy - Thanks for asking for information about pricing and the delivery method for this course. I've emailed you separately to provide this information. Please feel free to email me at Leslie@ewriteonline.com, if you'd like.

Posted by: Leslie O'Flahavan | January 7, 2020 at 01:50:21pm

Interested in learning more about scheduling this course for 3 employees at my organization.

Posted by: Maddy | September 17, 2020 at 01:18:41pm

Hi, Maddy - Thanks for your interest in this course. I've emailed you separately, so we can discuss our options. Look forward to speaking with you soon, Leslie O

Posted by: Leslie O'Flahavan | September 20, 2020 at 11:20:20am

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