Helpline skills for email, text and webchat

About the event

Whether offering or considering channels such as email, text message or webchat, this training will provide vital insights on how to respond to service users via these channels effectively. Text-based support requires a different approach, understanding and techniques. Through practical exercises and identifying best practice for each channel you can ensure your service users receive high quality, consistent delivery across all channels.

Download Course Outline

Outcomes & Objectives:

  • differences between types of channels
  • advantages and disadvantages of text-based services
  • defining the ‘textscape’ and its impact on helpline work
  • dealing appropriately with silences
  • assumptions made based on text and how to interpret and minimise them
  • understand how and when to use templates and standard responses
  • assessing options available for greetings and sign-offs
  • structure of a text-based interaction
  • how to convey empathy, use paraphrasing and active listening skills – via text

Who should attend?
Call handlers and co-ordinators who are either considering, delivering or developing multi-channel support.

Helplines Learning Pass: Book anyone on 3 or more training courses and receive a 10% discount. Find out more

Cancellation Policy: By booking you are agreeing to our Cancellation Policy

Onsite: This course can be delivered onsite and tailored to make it relevant to your helpline. Contact us on 0300 330 7777 or training@helplines.org