Live Chat and Email: Write Like a Person
Included with TrainMeUK — no separate course purchase required.
Write clear, warm replies, manage several chats without losing track, use templates without sounding like a robot, and know when to switch to a call.
- Assign to
- Anyone who serves customers in writing
- Duration
- 25 minutes
- Evidence
- 11-question quiz
- Your version
- Editable
What they will be able to do
- Write replies that are clear, warm and specific.
- Keep several chats moving without leaving anyone in silence.
- Use templates without sounding robotic, and improve them.
- Know when a call works better than writing.
The course
- 01Writing clearly
- 02Juggling chats
- 03Templates and tone
The decision they practise
In the main activity, “Fix the email reply template”, learners fix a realistic form and see the effect of each choice. Short animations show “From robot to person” and “Two minutes of silence”.
How you know they finished
The 11-question quiz mixes multiple choice, matching and sequencing questions and returns to the opening story.
Relevant legislation and guidance
The course draws on these. Which ones apply depends on the organisation and the role. Finishing the course is a training record.
- UK GDPR and the Data Protection Act 2018
- Consumer Rights Act 2015
How this course is built
Interactive activity
Learners practise the decision in the course, including what to say when someone pushes back.
Edit it in the builder
On Growth and above, adapt the scenarios and wording to your own workplace, policies and reporting procedures.
A record they finished
The 11-question quiz closes the course, so you can show who completed it.
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