Role-Based Programme
RB0148

Claude for Customer Service & Customer Success

Practical AI for Support, Customer Experience & Retention

IMAGE REQUIRED
Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational proficiency in using Claude across practical Customer Service and Customer Success activities.
  • Apply structured prompting techniques for customer queries, ticket handling, complaints, escalations, onboarding, and customer communication.
  • Use Claude to analyse support documents, customer feedback, service records, knowledge content, and approved customer data.
  • Apply Web Search and Research to investigate product, service, industry, and customer-related information when current external information is required.
  • Build reusable AI-assisted customer workflows using Projects and Artifacts while maintaining accuracy, empathy, confidentiality, brand consistency, and human decision ownership.

Tools covered

ClaudeGenerative AIPrompt EngineeringFile & Data AnalysisWeb SearchResearchProjectsArtifacts

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Technical Support Professionals
  • Service Desk Professionals
  • Customer Experience Professionals
  • Client Service Professionals
  • Account Support Professionals
  • Customer Onboarding Specialists
  • Customer Operations Professionals
  • Escalation Management Professionals
  • Customer Service Managers
  • 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-support processes
  • Basic document and spreadsheet-handling knowledge is helpful
  • Basic computer and internet proficiency
  • No programming knowledge required
  • No previous Claude experience required
  • Participants should use anonymised or organisation-approved customer information during practical exercises
  • Customer commitments, refunds, contractual interpretations, and high-impact decisions should remain subject to authorised human review

TOC Modules

Concepts
  • Understanding Claude and Generative AI from a customer-facing perspective
  • Identifying suitable applications across support, communication, onboarding, knowledge management, and service analysis
  • Understanding AI assistance versus human empathy, judgement, relationship ownership, and escalation responsibility
  • Recognising hallucinations, confidentiality risks, inaccurate commitments, and verification requirements
Practical activities
  • Exploring Claude through common Customer Service and Customer Success activities
  • Comparing simple and structured prompts for the same customer situation
  • Identifying repetitive customer-facing activities suitable for Claude assistance

Scenarios

Customer Ticket to Resolution & Knowledge Article

Customer Ticket → Claude Analysis → Issue Summary → Clarification Questions → Approved Knowledge → Resolution Response → Follow-Up → Knowledge Article

Participants use Claude to structure a realistic support case, prepare accurate customer communication, and convert the validated resolution into reusable knowledge content.

Customer Feedback to Service Improvement

Customer Feedback + Support Data → Claude Analysis → Recurring Themes → Customer Pain Points → Service Gaps → Improvement Priorities → Management Summary

Participants analyse anonymised customer feedback and service information to identify recurring experience issues and convert validated findings into practical Customer Service and Customer Success improvement actions.

Related programmes

Continue with programmes from the same capability area.

Take the next step

Ready to make this programme work for your team?

Customise modules, duration and business scenarios for your team.

Instructor-ledVirtualHybrid

Designed around your roles, tools and real workflows.