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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.

Ready to book? Secure your place on this programme.

Register for this course

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

  1. 01Writing as the Front Line of Service
  2. 02Clarity and Warmth Under Time Pressure
  3. 03Adapting Tone Across Channels
  4. 04De-escalating Angry Customers in Writing
  5. 05Using Templates Without Sounding Robotic
  6. 06Delivering Bad News and Setting Expectations
  7. 07Accuracy, Compliance and Brand Voice
  8. 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

DatesVenueDaysFeeCalendarRegister
28 to 29 Sep 2026Kigali2US$1,100Closed
29 to 30 Sep 2026Kampala2US$1,100Closed
30 Sep to 1 Oct 2026Accra2US$1,100Closed
1 to 2 Oct 2026Lagos2US$1,100Closed
5 to 6 Oct 2026Cairo2US$1,100Closed
6 to 7 Oct 2026Mauritius2US$1,100Closed
7 to 8 Oct 2026Dubai2US$1,100Closed
8 to 9 Oct 2026Online2US$900Closed
19 to 20 Nov 2026Johannesburg2R10,000Register
23 to 24 Nov 2026Cape Town2R10,000Register
24 to 25 Nov 2026Durban2R10,000Register
25 to 26 Nov 2026Pretoria2R10,000Register
26 to 27 Nov 2026Windhoek2US$1,100Register
30 Nov to 1 Dec 2026Gaborone2US$1,100Register
1 to 2 Dec 2026Maseru2US$1,100Register
2 to 3 Dec 2026Mbabane2US$1,100Register
3 to 4 Dec 2026Lusaka2US$1,100Register
7 to 8 Dec 2026Harare2US$1,100Register
8 to 9 Dec 2026Lilongwe2US$1,100Register
9 to 10 Dec 2026Blantyre2US$1,100Register
10 to 11 Dec 2026Mozambique2US$1,100Register
14 to 15 Dec 2026Nairobi2US$1,100Register
17 to 18 Dec 2026Dar es Salaam2US$1,100Register

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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