Chat and email standards
Write replies that are fast, accurate, complete and easy to read, and measure whether you're meeting the standard.
- Level
- Beginner
- Length
- About 35 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Structure a reply so the answer and next step come first
- Proofread for tone, accuracy and jargon before sending
- Manage multiple chats without losing accuracy
- Calculate and interpret basic chat and email service measures
Course outline
- 1.Chat and email standardsVideo · 1 min
- 2.Answer first, then detailsLesson · 14 min
- 3.Concurrent chats and closing wellLesson · 12 min
- 4.Measuring chat and email qualityLesson · 12 min
- 5.Chat and email standards: knowledge checkKnowledge check · 22 questions
- 6.Chat and email standards: practical exerciseKnowledge check · 1 question
- 7.Final exam6 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Plain-language business writing guidance (general)
- General customer-service and support practice (listening, de-escalation, ownership)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.