Role-Based Programme
RB0150

Claude for Customer Service & Customer Success

Advanced Customer Intelligence, AI Workflows & Service Automation

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Duration
32 Hours
Level
Advanced
Delivery
Instructor-Led
Format
Capability Development

Programme Objectives

  • Develop advanced proficiency in applying Claude across customer support, onboarding, adoption, customer education, service quality, success management, and retention support.
  • Build reusable AI-assisted workflows for case analysis, troubleshooting, knowledge retrieval, escalation, customer communication, feedback analysis, and success planning.
  • Apply Claude to customer conversations, service records, documents, spreadsheets, knowledge bases, and external research to generate actionable customer intelligence.
  • Design persistent and connected workflows using Projects, Research, Artifacts, Cowork, and approved organizational systems.
  • Apply responsible AI practices covering customer privacy, confidentiality, factual accuracy, escalation, permissions, and accountable human decision-making.

Tools covered

ClaudeAdvanced Prompt EngineeringFile & Data AnalysisResearchProjectsProject KnowledgeArtifactsClaude CoworkConnectorsGoogle Workspace Integration

Who should attend

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

Prerequisites & Participant Readiness

  • Familiarity with customer service, customer support, onboarding, or customer-success processes
  • Basic understanding of customer cases, escalations, FAQs, service issues, and follow-up activities
  • Experience working with customer emails, reports, knowledge articles, or spreadsheets is helpful
  • Basic Generative AI experience is beneficial but not mandatory
  • No programming knowledge required
  • Advanced capabilities may depend on Claude plan, organizational configuration, connected applications, and administrator permissions
  • Completion of shorter Claude programmes is not required

TOC Modules

Concepts
  • Understanding Claude across Understand → Resolve → Educate → Engage → Grow customer workflows
  • Understanding AI assistance versus accountable customer-service judgement
  • Recognizing hallucinations, customer privacy, confidentiality, and service-quality risks
Practical activities
  • Mapping recurring service and success activities to appropriate Claude capabilities
  • Identifying high-value customer workflows suitable for advanced AI assistance

Scenarios

Customer Support Case to Resolution & Knowledge Improvement

Customer Request → Case History + Approved Knowledge → Claude Analysis → Troubleshooting → Response Draft → Human Validation → Resolution → Knowledge Improvement

Participants build an advanced customer-support workflow that uses Claude to improve case understanding, troubleshooting, response preparation, escalation, and knowledge reuse while keeping customer-facing decisions under human control.

Customer Success Intelligence & Proactive Engagement

Customer Information + Feedback + Service History → Claude Analysis → Research → Adoption / Success Signals → Account Insight → Success Plan → Reusable Artifact → Customer Success Manager Review

Participants combine approved internal information with source-backed external research to identify customer risks and opportunities, create structured success plans, and prepare proactive engagement while retaining human ownership of commercial and relationship decisions.

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