Role-Based Programme
RB0031

ChatGPT for Customer Service & Customer Success

Resolve, Engage & Build Smarter Customer Workflows

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Duration
16 Hours
Level
Intermediate
Delivery
Instructor-Led
Format
Capability Training

Programme Objectives

  • Develop functional proficiency in applying ChatGPT across customer support, onboarding, customer education, issue resolution, engagement, adoption, and success-management activities.
  • Apply advanced prompting and context-engineering techniques to create accurate, empathetic, consistent, and customer-appropriate responses.
  • Analyse tickets, feedback, conversations, customer documents, and support information to identify recurring issues, themes, priorities, and improvement opportunities.
  • Build reusable ChatGPT-assisted workflows for case handling, knowledge management, customer communication, onboarding, account reviews, and follow-up.
  • Apply privacy, confidentiality, accuracy, escalation, and human-review controls when using Generative AI in customer-facing processes.

Tools covered

ChatGPTGenerative AIAdvanced Prompt EngineeringFile AnalysisChatGPT SearchDeep ResearchProjectsCustom GPTsPlugins & Connected Apps

Who should attend

  • Customer Service Representatives
  • Customer Support Specialists
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Technical Support Professionals
  • Customer Onboarding Specialists
  • Customer Education Professionals
  • Implementation & Adoption Specialists
  • Account Success Professionals
  • Customer Operations Professionals
  • Support Team Leads
  • Customer Success Team Leads
  • Knowledge Management Professionals

Prerequisites & Participant Readiness

  • Basic familiarity with customer-service or customer-success activities
  • Understanding of support tickets, customer communication, onboarding, or account-management workflows
  • Familiarity with customer-facing documents and knowledge resources is helpful
  • Basic understanding of Generative AI is beneficial but not mandatory
  • No programming knowledge required
  • Completion of a shorter ChatGPT programme is not required

TOC Modules

Concepts
  • Understanding ChatGPT capabilities across customer service and customer-success workflows
  • Identifying suitable applications across support, onboarding, education, communication, and account follow-up
  • Understanding hallucinations, incomplete context, tone risks, and inappropriate AI responses
  • Identifying situations requiring immediate human judgement or escalation
Practical activities
  • Mapping recurring customer activities to suitable ChatGPT-assisted workflows
  • Testing ChatGPT with representative support and customer-success scenarios

Scenarios

Customer Support Case to Resolution & Knowledge Creation

Customer Request → Ticket Analysis → Issue Classification → Troubleshooting → Validated Resolution → Customer Response → Knowledge Article → Follow-Up

Participants use ChatGPT to support an end-to-end customer-service case while maintaining approved troubleshooting information, escalation controls, and human validation before responding to the customer.

Customer Success Review to Adoption Action Plan

Customer Information → Files & Meeting Notes → Usage / Feedback Themes → Customer Objectives → Success Review → Adoption Actions → Follow-Up Plan

Participants consolidate customer information into a structured success review, identify validated adoption opportunities, and develop customer communication and follow-up actions designed to improve engagement and value realisation.

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