Course Overview

Course Outline

Module 1: Fundamentals of Email & Live Chat Service

• Role of digital channels in customer service excellence

• Differences between voice, email, and chat communication

• Best practices for professional tone and structure

• Case Study: Comparing poor vs. excellent chat/email interactions

Module 2: Tools & Platforms for Email and Chat Support

• Overview of Zendesk, Intercom, Freshdesk, HubSpot, Salesforce

• Ticketing and case management workflows

• Setting up automated responses and macros

• Practical Exercise: Configuring a ticket in a CRM system

Module 3: Effective Written Communication Skills

• Writing clear, concise, and empathetic emails

• Managing tone in live chat interactions

• Using templates without losing personalization

• Roleplay Exercise: Responding to customer queries

Module 4: Managing Live Chat Conversations

• Handling multiple chats simultaneously

• Queue management and prioritization

• Using canned responses and AI-powered suggestions

• Simulation: Managing a busy chat environment

Module 5: Complaint Handling in Digital Channels

• Identifying escalation triggers in email and chat

• De-escalation strategies for angry or dissatisfied customers

• Aligning service recovery with organizational policies

• Case Study: Resolving a high-stakes customer escalation

Module 6: Personalization & Customer Engagement

• Personalizing responses without losing efficiency

• Using customer data from CRM for tailored replies

• Live chat customer engagement techniques

• Exercise: Designing a personalized email response flow

Module 7: Efficiency, Productivity & AI Integration

• Leveraging AI bots for first-level responses

• Using productivity tools: macros, templates, workflows

• Automating FAQs and routing common inquiries

• Hands-on Demo: AI chatbot setup

Module 8: Performance Analytics & Reporting

• Tracking KPIs: First Response Time (FRT), Resolution Time, CSAT

• Using Power BI and GA4 for reporting and dashboards

• Identifying service gaps and opportunities

• Workshop: Building a service dashboard in Power BI

Module 9: Advanced Service Excellence Techniques

• Cross-channel integration (email, chat, social, voice)

• Coordinating with sales and marketing for consistent messaging

• Handling sensitive or confidential communication

• Case Study: Coordinating multi-channel service for VIP clients

Module 10: Capstone Project & Service Strategy

• Developing an Email & Chat Service Playbook for your organization

• Creating escalation frameworks and workflows

• Designing a continuous improvement plan

• Final Project: Drafting a complete customer service strategy for digital channels