Course Outline

Understanding Qwen Chat for Support Contexts

  • Capabilities and limitations for service teams
  • AI-assisted vs. manual responses
  • Ensuring consistency across communication channels

Prompt Crafting for Customer Support

  • Structuring role-based prompts for accurate outputs
  • Controlling tone, clarity, and professionalism
  • Avoiding hallucinations and ambiguous answers

Using Qwen Chat for Drafting Responses

  • Turning customer queries into high-quality replies
  • Improving response speed without losing accuracy
  • Creating multiple variations for review

Template Creation and Automation

  • Designing reusable prompt templates
  • Standardizing common responses
  • Adapting templates for different customer personas

Handling Complex or Escalated Requests

  • Generating troubleshooting steps
  • Drafting escalation notes and internal summaries
  • Communicating limitations and next actions clearly

Follow-Up and Post-Interaction Communication

  • Generating follow-up messages
  • Recap drafting for customers and internal teams
  • Maintaining a consistent customer experience

Integrating Qwen Chat Into Daily Workflows

  • Workflow models for service desks and client teams
  • Using Qwen Chat alongside ticketing systems
  • Ensuring compliance with organizational guidelines

Best Practices, Quality Control, and Governance

  • Review cycles and human-in-the-loop checks
  • Maintaining accuracy and reducing risk
  • Developing team-wide usage standards

Summary and Next Steps

Requirements

  • An understanding of customer support workflows
  • Experience with digital communication tools
  • Familiarity with internal support processes

Audience

  • Customer support agents
  • Client services teams
  • Helpdesk and sales support staff
 14 Hours

Delivery Options

Private Group Training

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  • Pre-course call with your trainer
  • Customisation of the learning experience to achieve your goals -
    • Bespoke outlines
    • Practical hands-on exercises containing data / scenarios recognisable to the learners
  • Training scheduled on a date of your choice
  • Delivered online, onsite/classroom or hybrid by experts sharing real world experience

Private Group Prices RRP from €4560 online delivery, based on a group of 2 delegates, €1440 per additional delegate (excludes any certification / exam costs). We recommend a maximum group size of 12 for most learning events.

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