Role-Based Programme
RB0524

Gemini for Google Workspace for Customer Service & Customer Success

AI-Assisted Customer Communication, Insights & Service Workflows

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Duration
8 Hours
Level
Basic
Delivery
Instructor-Led
Format
Workshop

Programme Objectives

  • Build foundational capability to use Gemini across Google Workspace for customer communication, support, onboarding, and customer-success activities.
  • Summarise customer conversations, support information, product documentation, and account-related content into actionable insights.
  • Use Gemini in Sheets to analyse customer feedback, service data, adoption information, and recurring support themes.
  • Create customer-ready responses, onboarding documents, success summaries, and internal service communications.
  • Apply customer-data confidentiality, factual validation, source grounding, professional judgement, and human review throughout AI-assisted workflows.

Tools covered

Gemini for Google WorkspaceGemini in GmailGoogle DocsGoogle SheetsGoogle DriveGoogle MeetWorkspace SourcesGemini Data Analysis & Charts

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Customer Support Managers
  • Customer Experience Professionals
  • Customer Success Executives
  • Customer Support Specialists
  • Customer Onboarding Professionals
  • Customer Education Professionals
  • Technical Support Professionals
  • Implementation Managers
  • Support Operations Professionals
  • Customer Service & Success Team Leads

Prerequisites & Participant Readiness

  • Basic understanding of customer service or customer-success processes
  • Familiarity with customer enquiries, support cases, onboarding, FAQs, or account communication
  • Basic familiarity with Google Workspace applications
  • Basic spreadsheet and document skills
  • No AI or programming expertise required
  • No previous Gemini experience required

TOC Modules

Concepts
  • Understanding Gemini across Gmail, Docs, Sheets, Drive, and Meet
  • Mapping AI support across Understand → Respond → Analyse → Follow Up
  • Identifying relevant customer service, onboarding, and customer-success use cases
  • Differentiating AI assistance from accountable customer-facing decisions
Practical activities
  • Exploring Gemini within selected Workspace applications
  • Mapping a sample customer journey to relevant Gemini capabilities
  • Creating a basic AI-assisted customer-support workflow

Scenarios

Customer Issue to Structured Resolution

Customer Email → Gemini Summary → Approved Support Knowledge → Response Draft → Service Data Review → Human Validation → Customer Response → Follow-Up

Participants combine customer communication, approved knowledge, and service information to prepare a clear and accurate resolution while retaining human ownership of the final response.

Customer Review Meeting to Success Action Plan

Customer Meeting → Gemini Notes → Goals / Issues / Commitments → Account Data → Insight Summary → Success Actions → Owners & Deadlines → Customer Follow-Up

Participants transform a customer-success discussion into a structured, evidence-based action plan with clear responsibilities and next steps.

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