Role-Based Programme
RB0526

Gemini for Google Workspace for Customer Service & Customer Success

Advanced AI Workflows for Customer Engagement, Support & Success Management

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

Programme Objectives

  • Develop advanced proficiency in applying Gemini across Google Workspace to customer service, customer success, onboarding, support, adoption, and retention workflows.
  • Synthesize customer information across emails, documents, spreadsheets, presentations, meetings, and shared knowledge to create actionable customer context.
  • Apply Gemini to customer communication, case analysis, feedback synthesis, health reviews, success planning, QBR preparation, and escalation management.
  • Build integrated cross-Workspace workflows that improve collaboration between customer-facing, product, technical, and leadership teams.
  • Establish responsible AI practices covering customer privacy, account confidentiality, source validation, human escalation, commercial accuracy, and customer-facing communication.

Tools covered

Gemini for Google WorkspaceGmailGoogle DriveGoogle DocsGoogle SheetsGoogle SlidesGoogle MeetGoogle ChatGoogle FormsGemini Side PanelWorkspace Intelligence

Who should attend

  • Customer Service Managers
  • Customer Success Managers
  • Senior Customer Success Managers
  • Customer Support Managers
  • Customer Experience Managers
  • Customer Success Executives
  • Technical Support Professionals
  • Customer Onboarding Managers
  • Implementation Managers
  • Service Delivery Managers
  • Customer Operations Professionals
  • Customer Education Professionals
  • Account Management Professionals
  • Customer Success Operations Professionals
  • Customer Service & Success Team Leaders

Prerequisites & Participant Readiness

  • Good understanding of customer service or customer success processes
  • Familiarity with onboarding, support, adoption, escalations, customer reviews, and renewals
  • Working knowledge of Google Workspace applications
  • Basic understanding of customer-service metrics and customer-success KPIs
  • Familiarity with structured customer data and reporting is helpful
  • Basic understanding of generative AI concepts
  • Access to an eligible Google Workspace environment with Gemini capabilities is recommended

TOC Modules

Concepts
  • Understanding Gemini across Gmail, Drive, Docs, Sheets, Slides, Meet, and Chat
  • Mapping AI assistance across the customer lifecycle
  • Understanding contextual and cross-Workspace information synthesis
  • Differentiating AI assistance from customer-service judgement and account ownership
Practical activities
  • Exploring advanced customer-facing Gemini workflows
  • Creating reusable prompt structures for service and success scenarios
  • Mapping Customer Lifecycle → Workspace Data → Gemini → Business Action
  • Establishing validation checkpoints for AI-generated outputs

Scenarios

At-Risk Strategic Customer Recovery

Customer Emails + Support History + Meeting Notes + Adoption Data → Gemini Synthesis → Google Sheets Health Analysis → Risk Brief → Recovery Plan → Executive Customer Meeting → Actions & Owners

Participants consolidate multi-source customer information, identify validated risk indicators, prepare a recovery plan, and coordinate customer and internal stakeholders while keeping final account decisions under human ownership.

Customer Onboarding to QBR & Growth Planning

Customer Objectives → Onboarding Plan → Adoption Tracking → Feedback Analysis → Success Metrics → QBR Deck → Renewal Readiness → Growth Discussion

Participants manage a customer lifecycle from onboarding through value realization and executive review, using Gemini to accelerate documentation, analysis, communication, and follow-through while maintaining customer-success ownership.

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.