Program
Telephone, Chat and Email Etiquette Training
One consistent, human tone across phone, chat and email, whoever the customer reaches.
- Duration
- 1 day
- Format
- In-person or virtual
- Group size
- 15–25 participants
The problem we are solving
Written customer responses drift into either template language nobody reads or informality that undermines confidence.
On calls, the difference between a good and a poor experience is usually the first fifteen seconds and the last fifteen, and neither is ever practised.
About this program
Telephone, chat and email etiquette training for customer-facing teams. It builds a consistent, human tone across channels, faster written responses and calls that end with the customer clear on what happens next.
We review anonymised samples of your own emails and calls to set the standard.
What changes in behaviour
- Open and close a call so the customer feels handled
- Write replies that are short, clear and warm
- Keep tone consistent across channels
- Avoid jargon and internal language
- Set expectations on timelines in writing
What the program covers
- First and last impressions on a call
- Structure and tone in written replies
- Chat: speed without carelessness
- Plain language and jargon
- Templates that still sound human
Who it is for
- Contact centre, chat and email support teams
- Reception, admin and coordination roles
- Any team writing to customers daily
- Do you review our current emails?
- Yes, anonymised samples of your real responses set the baseline and make the standard concrete.
Start with one cohort. Judge the behaviour change.
Most engagements begin as a single pilot cohort, so your team can evaluate the facilitation and the follow-through before a wider rollout.