Role-Based Programme
RB0284

Microsoft Copilot for Customer Service & Customer Success

AI Skills for Better Customer Experiences

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Duration
4 Hours
Level
Awareness
Delivery
Instructor-Led
Format
Awareness Session

Programme Objectives

  • Understand how Microsoft Copilot can support everyday Customer Service and Customer Success activities.
  • Explore practical prompting techniques for customer communication, issue handling, onboarding, knowledge support, and follow-up.
  • Apply Copilot across Microsoft 365 applications to draft, summarise, organise, analyse, and communicate customer information.
  • Experience how emails, meeting notes, service data, documents, and customer information can be transformed into useful support and success outputs.
  • Recognise customer privacy, confidentiality, accuracy, tone, escalation, and human-review requirements when using AI in customer-facing work.

Tools covered

Microsoft 365 CopilotCopilot ChatWordExcelPowerPointOutlookTeams

Who should attend

  • Customer Service Executives
  • Customer Support Professionals
  • Customer Success Managers
  • Customer Success Executives
  • Customer Experience Professionals
  • Service Desk Professionals
  • Client Services Professionals
  • Account Support Professionals
  • Customer Onboarding Professionals
  • Support Team Leaders
  • Customer Operations Professionals
  • Customer Relationship Professionals
  • Service Delivery Professionals
  • Customer Service Managers

Prerequisites & Participant Readiness

  • Basic understanding of Customer Service or Customer Success activities
  • Familiarity with customer queries, support communication, onboarding, or account follow-up is helpful
  • Basic familiarity with Microsoft 365 applications
  • No AI or programming knowledge required
  • No previous Microsoft Copilot experience required

TOC Modules

Concepts
  • Understanding Microsoft Copilot and Generative AI from a customer-experience perspective
  • Exploring Copilot Chat and Copilot across Microsoft 365 applications
  • Identifying applications across customer communication, support, onboarding, meetings, and reporting
  • Understanding AI assistance versus customer-service judgement and accountability
Practical activities
  • Exploring Copilot through common Customer Service and Customer Success activities
  • Comparing a traditional customer-support task with a Copilot-assisted approach

Scenarios

Customer Query to Resolution

Customer Query → Copilot Analysis → Relevant Information → Response Draft → Internal Escalation if Required → Resolution → Follow-Up

Participants use Microsoft Copilot to organise a sample customer request, draft an appropriate response, prepare escalation information where necessary, and create clear resolution communication while retaining human ownership of final customer decisions.

Customer Onboarding to Success Follow-Up

Customer Information → Goals → Onboarding Checklist → Teams Meeting → Actions & Owners → Customer Communication → Success Follow-Up

Participants use Copilot across Word, Teams, Outlook, and PowerPoint to create a structured onboarding and follow-up workflow that improves customer communication, coordination, and visibility of agreed next steps.

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