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Digital Customer Service and Live Chat Management

Customers increasingly expect help through website chat, social messages and email rather than only by phone. This programme equips service teams to handle digital channels professionally, write clear and warm responses at speed, and manage multiple conversations without losing quality. It covers tone, response templates and escalation for African organisations serving customers across time zones and languages.

What you will be able to do

  • Set service standards and response times for digital channels.
  • Write clear, warm and correct responses across chat, email and social.
  • Manage several live conversations at once without dropping quality.
  • Use canned responses and knowledge bases without sounding robotic.
  • Handle complaints and sensitive issues in writing.
  • Escalate and hand over conversations cleanly across teams.

Course outline

  1. 01The shift to digital and messaging service
  2. 02Setting response standards across channels
  3. 03Writing tone and clarity for chat and email
  4. 04Managing concurrent live chats
  5. 05Using templates and knowledge bases well
  6. 06Handling complaints in writing
  7. 07Escalation and handover practice
  8. 08Measuring digital service quality

Who should attend

Customer service agents, social media responders, contact centre staff and team leaders handling digital and written support channels.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Lagos2US$1,100
24 to 25 Aug 2026Harare2US$1,100
31 Aug to 1 Sep 2026Kampala2US$1,100
7 to 8 Sep 2026Dar es Salaam2US$1,100
14 to 15 Sep 2026Pretoria2R10,000
21 to 22 Sep 2026Cape Town2R10,000
5 to 6 Oct 2026Online2US$900
12 to 13 Oct 2026Mozambique2US$1,100
19 to 20 Oct 2026Cairo2US$1,100
26 to 27 Oct 2026Accra2US$1,100
2 to 3 Nov 2026Lusaka2US$1,100
9 to 10 Nov 2026Kigali2US$1,100
16 to 17 Nov 2026Nairobi2US$1,100
23 to 24 Nov 2026Durban2R10,000
30 Nov to 1 Dec 2026Johannesburg2R10,000
14 to 15 Dec 2026Mauritius2US$1,100
21 to 22 Dec 2026Dubai2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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