Writing for Contact Centres and Digital Customer Support Teams

Contact centre and support agents across Africa now handle much of their customer contact in writing, through email, live chat, WhatsApp and social media. Written support demands clarity, warmth and speed under pressure, and poor wording quickly escalates complaints. This course builds the writing skills agents need to resolve issues, calm frustrated customers and protect the brand in every message.

What you will be able to do

Write clear, warm responses that resolve queries in fewer exchanges.
Adapt tone for email, live chat and messaging channels.
De-escalate frustrated and angry customers through careful wording.
Use approved templates and snippets without sounding robotic.
Deliver bad news and set expectations without damaging the relationship.
Keep written responses accurate, compliant and on brand.

Course outline

01Writing as the Front Line of Service
02Clarity and Warmth Under Time Pressure
03Adapting Tone Across Channels
04De-escalating Angry Customers in Writing
05Using Templates Without Sounding Robotic
06Delivering Bad News and Setting Expectations
07Accuracy, Compliance and Brand Voice
08Live Response Practice and Coaching

Who should attend

This course is aimed at contact centre agents, digital and social media support staff, and team leaders who handle customer queries in writing.

Dates, venues and fees

Dates	Venue	Days	Fee
17 to 18 Aug 2026	Mozambique	2	US$1,100
24 to 25 Aug 2026	Cairo	2	US$1,100
31 Aug to 1 Sep 2026	Accra	2	US$1,100
7 to 8 Sep 2026	Lusaka	2	US$1,100
14 to 15 Sep 2026	Kigali	2	US$1,100
21 to 22 Sep 2026	Nairobi	2	US$1,100
28 to 29 Sep 2026	Durban	2	R10,000
5 to 6 Oct 2026	Johannesburg	2	R10,000
19 to 20 Oct 2026	Mauritius	2	US$1,100
26 to 27 Oct 2026	Dubai	2	US$1,100
2 to 3 Nov 2026	Lagos	2	US$1,100
9 to 10 Nov 2026	Harare	2	US$1,100
16 to 17 Nov 2026	Kampala	2	US$1,100
23 to 24 Nov 2026	Dar es Salaam	2	US$1,100
30 Nov to 1 Dec 2026	Pretoria	2	R10,000
7 to 8 Dec 2026	Cape Town	2	R10,000
21 to 22 Dec 2026	Online	2	US$900

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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We will email the full outline for this course.

Training a whole team?

We can run Writing for Contact Centres and Digital Customer Support Teams privately for your team, on your dates and built around your own systems. Group delivery is usually more cost effective from about six delegates.

Run this in-house