Claude for Customer Service Specialists (Claude Skilling Content) (Video Course)

Description

Help Customer Service Specialists Use Claude to Communicate Clearly, Resolve Issues Faster, and Deliver More Personalized Support

Build stronger, faster, and more personalized customer support with Claude for Customer Service Specialists. This practical video course shows customer service professionals how to use Claude to draft clearer responses, prepare for difficult conversations, troubleshoot issues, create support templates, and turn customer feedback into meaningful improvements. Across realistic examples and reusable prompt frameworks, you'll learn how to handle upset customers with empathy, explain policies without sounding scripted, organize support queues, build knowledge base resources, and follow up in ways that strengthen customer loyalty. The course keeps the focus on real customer service work: Claude helps with drafting, organizing, analyzing, and preparing, while you remain in control of the judgment, verification, and relationship-building that customers rely on. If you want to reduce repetitive writing, improve consistency across support interactions, and make your queue feel more manageable, this course gives you practical Claude skills you can apply immediately.

Content Developer

Ross Smith is a pioneering leader in the application of AI to customer service, with over 30 years of experience driving innovation in support operations and cloud technologies. As a Fellow of the Royal Society of the Arts and cofounder of the Future World Alliance, Ross is deeply committed to advancing responsible and ethical AI for the future workforce. He is the author of The AI Revolution in Customer Service and Support, AI in the Classroom, and The Practical Guide to Defect Prevention. He holds seven patents in technology and process improvement. Ross's work centers on AI, automation, and the evolving landscape of customer experience. His work has earned recognition as a White House Champion of Change, and he continues to shape the future of customer service by empowering teams to harness AI for more empathetic, efficient, and transformative support.

About Pearson Video Training

Pearson publishes expert-led video tutorials covering a wide selection of technology topics designed to teach you the skills you need to succeed. These professional and personal technology videos feature world-leading author instructors published by your trusted technology brands: Addison-Wesley, Cisco Press, Pearson IT Certification, Sams, and Que. Topics include: IT Certification, Network Security, Cisco Technology, Programming, Web Development, Mobile Development, and more.

Sample Content

Table of Contents

Introduction

Skill 1: Communication Skills
Task 1: Drafting Professional Communications
Task 2: Handling Difficult Conversations

Skill 2: Problem-Solving & Customer Support
Task 3: Troubleshooting Customer Issues
Task 4: Researching Solutions & Knowledge Base Development

Skill 3: Customer Service Excellence & Relationship Building
Task 5: Personalizing Customer Interactions
Task 6: Following Up & Building Customer Loyalty

Skill 4: Efficiency & Productivity
Task 7: Organizing & Prioritizing Customer Requests
Task 8: Creating Templates & Standardizing Responses

Skill 5: Continuous Improvement & Learning
Task 9: Gathering Feedback & Identifying Improvement Areas

Conclusion

Updates

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