Email Essentials

This course enables you to provide top-notch customer service through well-written and properly structured emails.

  • Agent
  • 45 min

What Learners will learn

  • Identify how to construct emails that leave a positive impression on the customer
  • Identify the structure of an email
  • Utilize appropriate punctuation
  • Utilize appropriate wording when speaking with customers

Who should take this?

  • Individuals interested in improving their customer service email skills
  • Agents that are new to the email channel (as part of onboarding)
  • Agents that struggle with written communication
  • Supervisors that manage agents using email channels

Course Outline

  • Common Email Complaints
  • Structuring Your Emails
  • Writing in a Positive & Personalized Tone
  • Considering Gender
  • Making Correct Use of Punctuation
  • Choosing Correct Wording
  • Choosing Correct Language
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Email Essentials course is designed by call center experts to provide a practical and engaging learning experience. Start today.