Role-Based Programme
RB0149

Claude 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 Claude across customer support, troubleshooting, onboarding, customer education, engagement, and customer-success activities.
  • Apply advanced prompting and context-engineering techniques to produce accurate, empathetic, structured, and context-aware customer interactions.
  • Use Claude with support tickets, customer feedback, knowledge documents, account information, Web Search, and Research to identify issues, patterns, priorities, and opportunities.
  • Build reusable Claude Projects and workflows for customer support, knowledge management, onboarding, account reviews, and follow-up activities.
  • Apply privacy, confidentiality, accuracy, escalation, source validation, and human-review controls across AI-assisted customer workflows.

Tools covered

ClaudeGenerative AIAdvanced Prompt EngineeringClaude ResearchWeb SearchFile AnalysisProjectsArtifacts & Google Workspace Connectors

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
  • Basic document and spreadsheet handling skills
  • Familiarity with workplace productivity applications is helpful
  • Basic understanding of Generative AI is beneficial but not mandatory
  • No programming knowledge required
  • Completion of a shorter Claude programme is not required

TOC Modules

Concepts
  • Understanding Claude capabilities across support, customer success, analysis, communication, and knowledge work
  • Identifying suitable AI-assisted activities across the customer lifecycle
  • Understanding hallucinations, incomplete context, tone risks, and unsupported responses
  • Identifying customer situations requiring specialist, management, legal, or security escalation
Practical activities
  • Mapping recurring customer-service and success activities to suitable Claude-assisted workflows

Scenarios

Customer Support Case to Resolution & Knowledge Creation

Customer Request → Claude Analysis → Classification → Diagnostic Questions → Validated Resolution → Customer Response → Knowledge Article → Follow-Up

Participants use Claude to structure an end-to-end customer-support case, from understanding the issue and preparing troubleshooting guidance through resolution communication and reusable knowledge creation, while maintaining approved escalation and validation controls.

Customer Success Review to Adoption Action Plan

Customer Information → Claude Project / Files → Feedback & Account Analysis → Customer Objectives → Risks & Opportunities → Success Review → Adoption Actions → Follow-Up

Participants consolidate approved customer information, identify evidence-based adoption opportunities and risks, prepare a structured customer-success review, and develop accountable follow-up actions.

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