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Description

Customer Relations and AI: Qualifying Requests, Responding Quickly and Building Loyalty

One day to respond to your customers faster without losing the right tone in your replies

  • 1 day — 7 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Request volumes are growing faster than customer service headcount. Messages look alike, response times stretch out and template replies end up sounding hollow. AI promises reinforcement, but a poorly calibrated automated reply damages the relationship more than an extra day of waiting.

This 7-hour day shows where to place AI within a customer journey. Participants learn to qualify and route requests, to produce personalised replies from their own templates, and to make use of customer feedback in order to identify recurring causes of dissatisfaction.

Learning objectives

  • Identify what AI contributes at each stage of a customer journey
  • Qualify and automatically route incoming requests
  • Produce a personalised reply from a template and the customer context
  • Analyse customer reviews to extract recurring themes
  • Define the situations that require handover to a human adviser

What makes this programme different

Customer replies reworked during the session using your own messages
A handover rule to human advisers defined situation by situation
A customer review analysis carried out on a sample brought by the group

Programme

1AI in the Customer Journey

Placing the tool where it belongs

  • Journey stages and common friction points
  • What AI contributes to intake, qualification and follow-up
  • Customer expectations regarding transparency
  • Limits of fully automated handling

2Handling Requests with AI

From message received to reply sent

  • Qualifying and routing incoming requests
  • AI-assisted drafting of personalised replies
  • Respecting the company tone of voice and service commitments
  • Handling sensitive complaints
  • Criteria for handover to a human adviser

3Listening and Building Loyalty

What your customers are telling you

  • Collecting available reviews and feedback
  • Extracting drivers of satisfaction and dissatisfaction
  • Detecting churn risk signals
  • Tailored follow-up messages and reminders
  • Sharing insights with the teams concerned

Who is it for

Customer service advisers, customer service managers, customer relations officers and managers of client-facing teams.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.