Unlike phone or live chat, email support demands a distinct and specialist skillset: the ability to build trust, convey warmth, and guide someone towards help, all through the written word alone, and often with no guarantee of a reply.
In this half-day course participants will explore what makes email support uniquely challenging and uniquely powerful. Through a blend of discussion, worked examples, and practical exercises, they will develop the skills to write responses that are warm, focused, and effective, even in the most emotionally complex situations.
Half Day Course: 3.5 Hours
Learning Objectives
Understand the unique nature of email support
Apply active listening techniques in written form
Use effective questioning techniques
Construct well-structured, scannable emails
Apply strategic signposting without overwhelming
Develop a multi-email mindset
Training Types
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates
Not yet available
We're exploring the option of running the half day course as an open session. Please register your interest below.
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