You work for an import–export business that has, until recently, only offered services to other businesses. Recently, you noticed the opportunity to make full use of shipping containers by offering import and export facilities to members of the public wanting to ship their own belongings in and out of the country.

In the past, other businesses have understood the processes and documents required, but this new category of customer needs far more ongoing customer-service support.

You have decided that the best option is to assign certain employees to operate an online chat service. They will be responsible for handling queries online on a rota basis around the clock. This is new for them, and they will need training.

Your task: Research organizations that offer live chat support training courses. In a brief email to one of these organizations, outline exactly what you want to achieve from the training. The organization should be able to analyze your needs and create a bespoke training program.