Role-Based Programme
RB0090

Gemini 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 Gemini across customer support, onboarding, customer education, issue resolution, engagement, adoption, and customer-success activities.
  • Apply advanced prompting and context-engineering techniques to create accurate, empathetic, structured, and customer-appropriate responses.
  • Analyse customer tickets, feedback, support documents, account information, and service data to identify recurring issues, priorities, themes, and improvement opportunities.
  • Build reusable Gemini-assisted customer-service and customer-success workflows across Google Workspace and Gems.
  • Apply appropriate privacy, confidentiality, source validation, escalation, accuracy, and human-review controls when using Generative AI in customer-facing processes.

Tools covered

Google GeminiGenerative AIAdvanced Prompt EngineeringGemini Deep ResearchGoogle SearchFile AnalysisGemsGemini in Google WorkspaceGmailDriveDocsSheets & Slides

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
  • Customer Operations Professionals
  • Account Success 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 Google Workspace applications is helpful
  • Basic understanding of Generative AI is beneficial but not mandatory
  • No programming knowledge required
  • Completion of a shorter Gemini programme is not required

TOC Modules

Concepts
  • Understanding Gemini capabilities across support, onboarding, customer education, and success workflows
  • Identifying suitable AI-assisted activities across customer-facing processes
  • Understanding hallucinations, incomplete context, tone risks, and unsupported responses
  • Identifying situations requiring immediate human judgement or escalation
Practical activities
  • Mapping recurring customer-service and success activities to Gemini-assisted workflows
  • Testing Gemini with representative customer-support and success scenarios

Scenarios

Customer Support Case to Resolution & Knowledge Creation

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

Participants use Gemini to support an end-to-end customer-service workflow, from issue understanding through resolution and knowledge creation, while maintaining approved technical information and human escalation controls.

Customer Success Review to Adoption Plan

Customer Information → Drive / Files → Feedback & Usage Insights → Gemini Analysis → Customer Objectives → Success Review → Adoption Actions → Follow-Up Plan

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

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