Role-Based Programme
RB0030

ChatGPT for Customer Service & Customer Success

Practical AI for Faster Support & Better Customer Experiences

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using ChatGPT across common Customer Service and Customer Success activities.
  • Apply structured prompting techniques to draft accurate, empathetic, and context-appropriate customer communication.
  • Use ChatGPT to support ticket handling, knowledge retrieval, complaint resolution, onboarding, customer education, and follow-up.
  • Analyse customer feedback, support data, and service documentation to identify recurring issues, sentiment patterns, and improvement opportunities.
  • Create reusable AI-assisted customer workflows while maintaining accuracy, confidentiality, approved messaging, and human judgement.

Tools covered

ChatGPTGenerative AIPrompt EngineeringChatGPT SearchFile UploadsDocument AnalysisSpreadsheet & Data AnalysisProjects

Who should attend

  • Customer Service Representatives
  • Customer Support Executives
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Technical Support Professionals
  • Customer Onboarding Specialists
  • Customer Operations Professionals
  • Help Desk & Service Desk Professionals
  • Customer Education Professionals
  • Account Support Professionals
  • Customer Retention Professionals
  • Support Team Leaders
  • Customer Success Team Leaders

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer success activities
  • Familiarity with customer queries, tickets, complaints, onboarding, or account communication
  • Basic computer and internet proficiency
  • Familiarity with customer-support documentation or CRM information is helpful
  • No programming knowledge required
  • No previous ChatGPT experience required
  • Participants should use anonymised or organisation-approved customer information during practical exercises

TOC Modules

Concepts
  • Understanding ChatGPT and Generative AI in customer-facing environments
  • Identifying suitable applications across support, onboarding, communication, and customer education
  • Understanding AI assistance versus human empathy, judgement, and ownership
  • Recognising hallucinations, inappropriate responses, confidentiality, and verification requirements
Practical activities
  • Exploring ChatGPT through common customer-service scenarios
  • Comparing basic and structured prompts for the same customer query
  • Identifying repetitive service activities suitable for AI assistance

Scenarios

Customer Ticket to Resolution

Customer Query → Ticket Analysis → Issue Summary → Knowledge Review → Response Draft → Human Validation → Resolution → Follow-Up

Participants use ChatGPT to structure and respond to a realistic customer-support case, improving response consistency and efficiency while ensuring the final resolution remains grounded in approved information.

Customer Feedback to Service Improvement

Customer Feedback / Ticket Data → ChatGPT Analysis → Themes & Sentiment → Recurring Issues → Priority Areas → Improvement Recommendations → Management Summary

Participants analyse anonymised customer feedback and support information to identify recurring service problems and convert the findings into practical customer-experience improvement actions.

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