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AI for Customer Service and Complaint Handling

Categories: AI Courses
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About Course

Use AI to organise enquiries, draft empathetic responses, investigate complaints and improve service quality. Practise with fictional policies, escalation scenarios and service metrics while preserving customer privacy and human authority. Includes 12 lessons, worked private challenges and a 24-question final quiz.

What Will You Learn?

  • LO01: Prepare a controlled AI service workflow with clear sources and escalation rules.
  • LO02: Draft clear, evidence-based customer communication and investigation notes.
  • LO03: Support fair complaint resolution within policy, authority and customer needs.
  • LO04: Evaluate service quality and productivity without hiding unresolved cases.

Course Content

Service foundations
Map the workflow, ground answers in current knowledge and triage cases by evidence.

  • 01. Map the customer-service workflow
  • 02. Ground answers in an approved knowledge base
  • 03. Triage by urgency and evidence

Responses and investigation
Write empathetic replies, answer accurately and build a complaint timeline.

Resolution and access
Apply authorised remedies, escalate serious cases and adapt language accessibly.

Quality and improvement
Review responses, calculate service measures and test a controlled pilot.

Assessment

Earn a certificate

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