online customer support emails writing course

Writing Customer Support Messages

Learn at your own paceLifetime course access


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Save 10% off each course when you enroll in two or more courses. See suggested combinations below for our most popular combinations.

Save 10% off each course when you enroll in two or more courses. See suggested combinations in the right column for our most popular combinations.

Writing customer support messages that are clear keeps users happy.

As a customer support representative, you solve problems and keep users satisfied with your company's product or service. But that takes more than just understanding the solutions to users' problems. You also have to know how to communicate those solutions in a way that customers can easily understand and follow. This customer support messages course teaches you best practices for writing well-organized, clear customer support messages. Learn to write clearly and quickly, so your customers leave satisfied with the solution and appreciative of the care you take to explain it.

Course Highlights

  • Learn how to assess customer or client needs
  • Learn how to write emails with clear explanations that solve the problems
  • Learn how to write emails that give customers a satisfying experience
  • Learn how to state the problem, explain causes, and describe solutions
  • Learn how to start and end effective customer-support messages
  • Learn when to escalate and when to use another medium for the customer

Course Description

This customer support email course trains you to organize and write customer support messages that solve problems and create good working relationships. You learn how to build your writing in easy-to-read blocks so it’s easy to understand. We train you to write simply and clearly, and teach you how to explain complicated procedures in a way that eliminates confusion.

This course was developed in cooperation with Service Strategies, Inc., a company that specializes in working with technical call centers. The entire training program contains two courses: BWC495 Basic Writing Skills for Technical Call Center Representatives and BWC497 Writing Customer Support Messages. If you register for both courses at the same time, you will receive a discount.

When You Complete This Course...

  • You will have a better understanding of how to write email that answers your customers’ questions and solves their problems quickly and efficiently.
  • You will know how to quickly identify your customers’ problems and structure your responses into easy-to-read blocks to facilitate reader comprehension.
  • You will understand how to write clearly and concisely in your first draft, reducing the number of customer callbacks and email exchanges.

How It Works

Work Online

When you enroll, we give you access to all the online lessons and training materials. Each lesson builds on the lessons that precede it. We offer clear explanations for every part of our training and plenty of real-world examples of how to apply the skills you are learning.

Set Your Own Pace

You go at your own pace and submit assignments when you are ready. You don’t have to be online with other students or perform activities at specific times.

Instructor Feedback

Your instructor evaluates all your work, coaches you through learning the skills, and gives you personalized feedback on what you are doing well and what still needs polish. You can contact your instructor at any time if you have questions about your training, business writing, or the English language.


When you finish the course within four months, you receive a graduation certificate.

Course Outline

Lesson 1 Step 1: Interpret the Customer's Message

Lesson 2 Step 2: Decide the Next Action

Lesson 3 Next Action 1: Pick Up the Phone and Call

Lesson 4 Next Action 2: Escalate the Contact

Lesson 5 Next Action 3: Request Further Information

Lesson 6 Next Action 4: Solve the Problem

Lesson 7: Write the Subject Line

Lesson 8: Write the Greeting

Lesson 9: Acknowledge the Customer's Feelings

Lesson 10: Assure the Customer You're Working for Him or Her

Lesson 11: State the Problem

Lesson 12: Explain the Next Step or Status

Lesson 13: Describe Possible Causes (for Problems)

Lesson 14: Explain Remedies and Actions

Lesson 15: Explain Customer Actions

Lesson 16: Write the Next Step or Options

Lesson 17: Write a Cordial Closing

Lesson 18: Follow Up

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Suggested Combinations

This course and Basic Grammar Skills Tutorial

One-on-one grammar training customized just for you, without wasting time on skills you don’t need.

Add both to cart $801.00 Save $89.00

This course and Business Writing Skills

Our fundamental writing course for clear, effective, professional business documents.

Add both to cart $711.00 Save $79.00

This course and Writing Effective Workplace Email

Learn best practices for writing clear, professional email quickly and confidently.

Add both to cart $711.00 Save $79.00

This course and Basic Writing Skills for Technical Call Center Representatives

Learn to write clearly to improve customer satisfaction and understanding.

Add both to cart $711.00 Save $79.00

Dr. Hogan

Writing Coaching by Dr. Robert Hogan

Dr. Hogan has been training writers for 40 years in universities, colleges of business, consulting companies, and professional writing companies.

Learn more about Dr. Hogan.

Course Features

Course Materials: Online

Certificate upon Completion: Yes

Instructor Feedback: Yes

Letter of Recommendation: Yes

Lesson Count: 18

Practice Activities: 18

Exams: Activities are the exams

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