Course Information

Applying ChatGPT to Customer Service

Guide participants in using ChatGPT to prepare responses, handle service situations and analyze customer feedback within a controlled scope.

Facilitator guiding communication skills for corporate management teams

Facilitator presenting in a training class

Learners participating in training activities

Discussion in a corporate training program

Overview of an in-house corporate training class

Facilitator guiding learners through practice

Group photo of learners at the end of the course

Table of Contents

Course Overview
Training Objectives
Target Participants
Course Content
Training Methodology
Class Information
Learning Materials & Certification
Faculty Team
Masterskills Profile
Representative Clients

1. Course Overview

Customer service staff handle large volumes of questions, requests and feedback with high requirements for speed, consistency and message appropriateness.

The course “Applying ChatGPT to Customer Service” guides prompt design, response preparation, complaint handling support, personalized communication and customer feedback synthesis.

The program also emphasizes output review, data protection and identifying cases that must be escalated to authorized people, enabling AI to support work without replacing professional accountability.

2. Training Objectives

Identify customer service situations suitable for ChatGPT support.
Design prompts with sufficient context, requirements and quality criteria for each situation.
Create and refine response content according to tone, policy and communication channel.
Support analysis of complaints, feedback and recurring customer themes.
Build a prompt library or response templates to support team work.
Apply verification, data security and risk-control principles when using AI.

3. Target Participants

Customer service and customer care staffDirectly receive, respond to and follow up on customer requests.
Customer service managersNeed to standardize response quality and support teams in handling difficult situations.
Sales and marketing staffParticipate in communication, consultation or content development related to customer experience.

4. Course Content

The six modules cover prompt design, responses, complaint handling, data analysis and implementation risk management.

PART 01Foundations for Applying ChatGPT in Customer Service

Concepts of ChatGPT in customer service.
The role of AI in enhancing customer experience.
Service tasks that can be supported.
Differences between an AI assistant and service staff.
Principles for using ChatGPT safely and effectively.
AI assistant model for service teams.
Scenario: staff are overloaded with customer requests.
Practice identifying ChatGPT application points.

PART 02Prompt Design for Service Situations

Prompt structure with role, context and objective.
Provide customer information and the issue.
Specify a polite, empathetic and clear tone.
Create multiple response versions by channel.
Build a prompt library by situation.
Review responses before sending them to customers.
Example prompt for responding to a complaining customer.
Practice writing customer service prompts.

PART 03Supporting Customer Responses and Consultation

Draft quick responses to common questions.
Summarize customer requests into key points.
Suggest questions to clarify missing information.
Adjust tone according to emotional intensity.
Standardize phone, email and chat scripts.
Create guidelines for handling recurring requests.
Scenario: a customer asks many questions but provides fragmented information.
Practice creating customer response templates.

PART 04Handling Complaints and Difficult Situations

Classify complaints by priority level.
Draft empathetic responses that remain aligned with policy.
Suggest handling options within authority.
Create scripts for apology, explanation and commitment.
Summarize the situation for escalation.
Follow up on commitments after resolution.
Scenario: a customer is angry due to a poor experience.
Practice handling complaints with ChatGPT.

PART 05Personalizing Care and Analyzing Feedback

Summarize customer interaction history.
Suggest care content by customer segment.
Personalize post-purchase messages.
Analyze feedback into key issue groups.
Identify satisfaction and churn signals.
Propose service improvements from feedback.
Scenario: a long-term customer reduces interaction.
Practice creating personalized care scripts.

PART 06Risk Management and Sustainable Implementation

Control customer data security.
Identify bias or inaccuracies in AI responses.
Define information that must not be entered into ChatGPT.
Content approval process before sending to customers.
Measure the effectiveness of ChatGPT application in service.
Build AI standards for the service team.
Scenario: AI gives a response inconsistent with customer policy.
Practice building a ChatGPT application plan.

5. Training Methodology

Classes are conducted in small groups with a learner-centered approach. The facilitator provides concise input, then guides discussion, scenario practice, feedback and debriefing so participants can convert knowledge into applicable workplace behavior.

Group Discussion Individual Exercises Group Presentations Brainstorming Techniques Facilitated Practice Experiential Projects In-Class Activities Role-Play Activities Class Presentations

6. Class Information

Expected Opening	Schedule	Time	Location	Tuition Fee	Register
To be updated	Saturday – Sunday	08:30 – 16:30	Ho Chi Minh City	4.500.000 VND	Register
To be updated	Monday – Thursday	18:00 – 21:30	Hanoi	4.500.000 VND	Register

10% discount for registration at least 15 days in advance, groups of three or more learners, or loyal clients.Reserve a Seat

Note: The opening schedule above is tentative and may be adjusted depending on registration numbers, class organization conditions and the actual training plan. Masterskills will confirm the official schedule with learners before the start date.

Duration: 2 days / 4 sessions; maximum 35 learners per class.
Ho Chi Minh City: 224 Dien Bien Phu Street, Ban Co Ward, Ho Chi Minh City.
Hanoi: 51 Le Dai Hanh Street, Hai Ba Trung Ward, Hanoi.
In-house corporate training: Delivered at the client’s office or factory; quotation depends on design scope, location and class size.
Additional costs: Trainer travel and accommodation costs are determined according to the delivery location, if applicable.

7. Learning Materials & Certification

Learners receive copyrighted course materials developed by Masterskills, practice handouts, self-assessment forms and reference materials closely aligned with business situations.

Copyrighted Course MaterialsStandardized content updated according to course objectives.

Practice ToolsChecklists, handouts, feedback templates and personal action plans.Explore Toolkits

Certificate of Completion

Learners who meet attendance and practice requirements receive a Masterskills certificate of completion.

8. Faculty Team

Masterskills faculty and experts have practical management, consulting and training experience in fields aligned with the program content.

MBA. Vu Lai Doan Trang

Human resource and leadership development expert. Leadership development, learning & development, customer service and organizational operations.

MBA. Nguyen Huu Thai Hoa

Strategy and digital transformation expert. Corporate strategy, digital transformation, business model innovation and growth.

View Faculty Profiles

9. Masterskills Profile

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Masterskills’ training capabilities, areas of expertise, delivery methodology and experience partnering with organizations.

Client feedback after joining Masterskills courses

Client Testimonials

“The applying ChatGPT to customer service course offers practical content, workplace-focused exercises and clear facilitation. The facilitator helps learners use appropriate tools, analyze situations and build solutions that can be applied after the program.”

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