Email Essentials

  • Teaches how to provide excellent customer service through email
  • Covers email structure, punctuation, and word-choice
  • Contains techniques for avoiding written communication pitfalls
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

Email is an inherently different customer service channel than phone. For email, agents need a unique skillset to provide high-quality service. This course enables your agents to provide top-notch customer service through well-written and properly structured emails. It covers the important topics of structure, punctuation, and word-choice. This course is ideal for both onboarding new hires as well as upskilling agents that are new to the email channel.

Who should take this?

  • 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


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

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 1 h 10 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Email Essentials

A Frontline Guide for Writing Effective Emails

Email Essentials

Communicating with customers via email is inherently different than over the phone. Agents can find it more difficult to fully understand a customer’s request in an email, or to express themselves in an empathic and easy-to-understand manner. When we lose access to vocal tone and body language, the words we choose can be more easily misinterpreted.

Emails, when well written and properly structured, provide an effective means of communication between contact center agents and customers. This unit is designed to upskill agents to be able to handle customer service requests via email professionally and efficiently.

The unit teaches how to avoid common customer complaints about emails, and it contains best practices on email etiquette. It covers punctuation rules and techniques on how to best structure an email message. In addition the impact of word-choice is explained.

At the end of this unit, agents will be able to:

  • Apply best practices for email etiquette.
  • Use punctuation appropriately.
  • Choose the right wording.
  • Structure an email for ease of reading.
  • 7 modules
  • 76 min

Included modules and learning aims:

  1. Introduction 05 min

    • Outline the importance of well-structured emails
    • Describe essential email best practices
    • Preview a high-level overview of the course
  2. Common Email Complaints 06 min

    • Outline common reasons why recipients may become frustrated
    • Discuss techniques that you can apply to your emails to prevent customer frustration
  3. Email Best Practices 13 min

    • Outline the subvocalization process
    • Discuss customers’ expectations of email communications
    • Describe best practices for email etiquette
    • Outline techniques you can apply to ensure your emails are perceived positively
  4. The Basics of Punctuation 13 min

    • Outline some best practices for using basic punctuation in email communications
    • Discuss the necessity for each type of punctuation component
  5. Choosing Your Words 08 min

    • Choose the right word when responding to customer emails
    • Explain why slang and text speak are inappropriate for professional emails
    • Describe why consistent tense and the use of singular and plural words are essential
  6. Structuring Your Emails 11 min

    • Dissect a conventional email into manageable components
    • Structure the perfect email
    • Outline tips for responding to customer emails

Mastery Certification: Email Essentials

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

23 questions 15 min

Mastery Certification: Email Essentials

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Pricing options for Email Essentials

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Email Essentials below. If you apply for bulk pricing, please contact us to place your order.

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