Program: 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

Program description

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 program 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.

Time to complete

  • 6 months from starting the first module
  • Program contains 1 h 15 min of content
  • The program will remain available for the entire 6 months, even after completion

The following courses 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 course is designed to upskill agents to be able to handle customer service requests via email professionally and efficiently.

The course 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 course, 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
  7. Course Assessment 20 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

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Pricing options for Email Essentials

We offer bulk discounts for orders containing 5 or more seats for a program 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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We apologize, we currently don't offer a standard subscription. We'd love to learn more about your purchasing preferences and discuss pricing options. Please contact us for more information.

To purchase right now, please find our current pay-per-seat pricing below.

1 - 4
$29.00 per seat
5 - 14
$24.65 per seat
15% off
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15 - 29
$20.30 per seat
30% off
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30 - 59
$17.40 per seat
40% off
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60 - 99
$14.50 per seat
50% off
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We offer custom discounts for larger orders. Please get in touch with us for a quote.

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