Customer Service Fundamentals with AI
Service fundamentals that keep the human touch — plus how to use AI to draft better responses, find answers fast, and know when a person must take over.
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The course at a glance
Build skills you can put to work.
This hands-on workshop covers the fundamentals of excellent service — service standards, clear communication, handling difficult conversations and follow-up that builds loyalty — and shows how to use AI to respond faster and more consistently without losing the human touch. You will practice drafting customer responses with a work AI assistant, grounding answers in your company's knowledge, and checking and personalizing every answer before you send it. You will set written escalation rules for when a person must take over and practice handing off cleanly, without making the customer repeat themselves, and choose simple measures to track your team's service quality. You will leave with a service-standards checklist, response templates refined with AI and reviewed by you, escalation rules, and two service measures for your team. Bring a laptop; access to a work AI assistant is recommended but not required, and the skills work with any platform.
Course objective
Help participants leave able to apply a written service standard to common situations by phone, email and chat; draft customer responses with an AI assistant and verify and personalize them before sending; find answers in company knowledge and say when an answer needs human confirmation; handle a difficult conversation with written escalation rules and a clean handoff; and choose and track two service measures for their team.
Who is this course for?
Customer service representatives, front-line employees, receptionists, sales staff and supervisors at organizations with 10 or more employees. No prior AI experience is required.
What we'll cover
Key topics
What you'll take away
Learning outcomes
Before you join
Come prepared
Materials & tools
Bring the following materials and tools:
- Laptop
- Access to a work AI assistant (recommended, not required; any platform)
Prerequisites
No prerequisites are required for this course.
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