In this lesson, we delve into the fascinating ways you can employ ChatGPT to supercharge your customer service efforts. As customer service is the backbone of any successful business, integrating AI can give your team the edge it needs. So, let’s explore how to use this incredible tool to your advantage!

Here’s what you’ll learn:

• Email Support: Discover how ChatGPT can help your team craft high-quality responses to customer complaints and queries. Learn how it can improve response times and streamline your customer service process.
• Social Media Management: Learn how ChatGPT can help maintain consistency in responding to comments and questions across various social platforms such as Facebook, Twitter, LinkedIn, and Instagram.
• Content Creation: Understand how ChatGPT can be used to create FAQs, help articles, and other customer service-related knowledge base articles.
• Training Material Generation: Get insights on how ChatGPT can create effective procedures and training materials for your customer service agents.
• Role-Play Training: Experience how ChatGPT can be used to create role-play scenarios to train your sales and customer service teams.
• Internal Support: Find out how ChatGPT can help employees find information, understand company policies, and break down complex language into simple, plain English.
• Automated AI Chat Bots: Learn the basics of creating a chatbot with ChatGPT, tailored to both internal and external use for customers and employees.
• Custom Data Handling: Explore how to leverage your company’s data to train ChatGPT, and how it can help answer questions based on that data.

Throughout the lesson, you’ll see real-time demonstrations of ChatGPT in action, providing practical examples of how this AI can be used to address a variety of customer service situations. We’ll also provide you with a comprehensive spreadsheet packed with useful prompts to get the most out of ChatGPT for your customer service needs.

So, let’s dive in and transform your customer service with the power of AI!

Transcript

Right, here we are then at customer service training. Now, this is another one of chat GPT’s fantastic skills that it can really, really help with all kinds of customer service related issues and actually the employees as well, whose role it is to be a customer service agent. So let’s get started. How can it help you? Let’s go through the whole lot.

First thing it can do really, really well is email support. It can be used to generate really good quality responses to customer complaints queries and as a resume of that, it means that you or your staff can respond that much quicker and get through an awful lot of customer issues much, much faster. So it’s going to really streamline things in that regard. Social media management. Obviously, if you have busy social media platforms that you have your business listed on like Facebook, Twitter, LinkedIn, Instagram, and you’re constantly getting questions and comments from your people, then it’s great to be able to use chat GPT to draught a response that maintains that same consistency all of the time.

And if you’ve got that way that different people can do it, different members of staff can actually use chat GPT to give that same kind of level of response. And we can train chat GPT before we ask it for response, so that it knows how to write it in the style that we require. So it’s got some really good uses for that. Content creation now, both front end so for customers but also for internal staff. It’s brilliant for creating FAQs from content help articles, all kinds of customer service related knowledge base articles.

You can just literally give it a whole load of text about, say, your company and then it will create a really helpful FAQ from that and any help articles on your business and how it runs. Any of that stuff can be generated by using chat GBT, giving it the right prompts training material generation a little bit like we’ve already touched on with content generation, but specifically perhaps for creating procedures and things for customer service agents so that they don’t have to come up with something new all the time. We can give them training materials that have been generated by chat GPT to assist them in what it is that they do. And really the other good thing is that you can use that information to train new staff very quickly. And we are also going to touch upon custom data, your custom data on mass.

So a lot of data that your company may have in the form of PDFs, spreadsheets, videos, documents of all kinds, Word docs, we can actually use all of that, put it into Chat GPT and then ask questions to chat GPT about that data. Now, at the time of doing this video, you can’t use chat GPT itself, but there is third party software that is using the GPT four API to then put your data into chat GBT and come back to you with any answers based on whatever you ask it. So I think that will be it will be a lot easier when everybody has access to the chat GBT plugins, such as a browser plugin and so on. I think it will be a lot easier then to do that. But for the moment there are third party tools that still use GPT four that can do the job.

And the other thing it can do, it’s really useful, a little bit like we discussed in our job hunting lesson where it can pretend to be an interviewer and give you a mock interview for a specific job or role. We can also use it to create role play training, for example, for your sales team, so we can have it come up with a whole list of objections as to why someone wouldn’t want to purchase your product and then get the sales assistant to respond. And then it can critique their response and improve it. So we can train staff using chat GPT. So that is another incredible skill, really, really helpful skill.

Internal support. As we’ve discussed, it’s great for helping employees find information, understand policies that you have, break things down into simple, plain English in some cases as well. Because we all know that if you take a terms and conditions, for example, it can be a little bit intense to read and unless you’re a legal expert, it can be quite challenging. But by using chat GBT to summarise it, break it down, explain certain points of it in plain English, the staff can then understand it themselves and relay it to customers where required. The next thing that I’ve already touched upon is automated AI chat bots and we’re going to do a separate lesson dedicated on showing you how to create a chat bot both for internal and external use for customers and your employees.

And it will be all on your own custom data. And this produces effectively a gold mine of knowledge on anything. It can be your own business, but it could also equally be on a competitor’s business. Now, how good would it be is if you were to get, for example, a customer, say, well, how does your software platform compare to this other competitors software platform? Well, if you’ve got data on both of them in a chat bot, you can easily type in the question and bring back a brilliant answer.

So that’s going to be a really important part of this trading and I think almost everybody could benefit from having a chat bot, even if it’s just for internal use that’s trained up on all of the data. It really does effectively clone all of the knowledge and make it accessible.

That’s the main uses of chat GPT from the customer service point of view. I’ve also got a huge spreadsheet, as usual, that you can access underneath this video with a whole load of prompts based around the main benefits that it can offer you, such as email support, social media management, content generation, training, material generation, problem analysis, problem solving guide, role play training, and internal support as well. And that’s based on your own data. So you can see some of these prompts here. Look at this.

Can you generate a role play script where a customer is having difficulty using our online platform? How would a role playing scenario go where a customer is unhappy with a product’s quality? So we could take that prompt right now, go over to chat GPT. We’ll use four for this and let’s paste it in and then see what it wants to do with us. So here’s an example of how a roleplay scenario might go.

Let’s assume you’re the customer service representative and I’m the customer who is unhappy with the product’s quality. Here’s the customer. Hello, I recently purchased one of your products and I’m very dissatisfied with the quality. The customer service representative might say, I’m really sorry to hear that you’re not happy with your purchase. Could you please provide me with more details?

And then it’s talking about a blender. I bought your latest blender model, but every time I try to blend something, it either overheats or does not blend properly. It’s not what I expected, and so it’s giving a great role play example. Now we can adjust the prompt here to have it wait for us to respond as if we were the customer service representative and then ask it to critique our response like I mentioned to you earlier. So that’s just an example of how it can actually give like a full combo example of roleplay there for a customer complaint.

But you can adjust that prompt. So if we could just change it up just here. Can you create a role play scenario where a customer has complained about our product, which is a blender, full stop? Can you pretend to be the customer complaining, then wait for my answer, and then critique my answer on how it might be improved?

There we go. So we’ll save that now and let’s see what it’s going to do for us. So I’ll start the role play as a customer complaining about the blender. Here’s the customer. Look.

Hi there. I’m calling because I recently purchased one of your blenders and I’m honestly very disappointed. I used it for the first time yesterday and not only was it extremely loud, but it failed to blend the ingredients properly. I ended up with chunks of fruit in my smoothie, which is not what I expected. It started to overheat after just a few minutes of use.

I’ve bought cheaper blenders in the past that work better than this. I’m not happy at all with this purchase. So I’m going to suggest then that perhaps I offer them a different model that should alleviate their problems. So let’s see what it thinks of my response once I’ve given it there. I’m very sorry to hear that you are unhappy with our blender and as you rightly suggest, you are entitled to better performance from the blender.

Full stop. Would you like us to exchange the blender for a newer model that should alleviate all of the problems that you have had? Full stop. And of course, we will not charge you any delivery costs for this and we’re very sorry that this has happened.

So let’s try that now and see what it thinks of my response. Your response was good and empathetic, showing that you understand and care about the customer’s problem. You also offered a resolution, which is important. However, there are a few points where you could improve. And now if this was a member of staff going through this process, I would be having them write down the improvements so that it goes in here and they really do kind of understand and get the benefit from this training.

Acknowledge the specifics of the complaint. So we have to talk about what it was that was wrong, specifically, loudness, poor blending performance and overheating apology. While you did apologise, it might be more impactful to express your apology earlier. Okay, that’s good. So perhaps I should have just come straight in with I’m really sorry that you’ve experienced these problems, provide more options.

I’ve only given them one at the moment. Exchange is one, but we could also then offer a refund or a discount, although I probably offer those second and third. Or actually second would be the discount, the refund would be third. And then it’s given us an example of a better response. So it’s apologised straight away, like it suggested, and then it’s gone on to talk about how it’s concerned about the overheating, which is good, which shows again that you understand a problem, that it’s a serious issue.

And then it’s gone on to basically say that it’s going to provide you with a new model free of additional cost and then prefer a full refund for the purchase if that’s what they’d like. And again, another apology. So it has improved on my answer. Of course, mine was just off the fly and I’m no customer service guy, but I did my best. So it’s really good for training staff like that.

Equally, if we start a new chat over here, let’s just try something else. I have a complaint letter here and I want to just get it to respond to this for me and write a complaint response letter. So I’ll give it the prompt please. Can you reply to the following complaint letter we received today? Full stop.

I would like you to apologise for the problem that the customer experienced and offer to collect the product and give a full refund plus offer them a new model.

Okay, so here’s the actual complaint letter. I’ve just literally copied it and pasted it in and then now I can just have chat GPT do its work. Now, I’m using 3.5 for this particular one, but even so, it’s still going to be pretty good, I can see here. So the complaint letter, just to give you some context here, was that basically they purchased an inflatable Kayak through a local retailer and I was very upset that it had a puncture, been a loyal customer, blah, blah, blah. But basically when they went to return it, the shop said no because you’ve used it.

So here we are. It says, we sincerely apologise for the inconvenience and frustration you experienced with our Inflatable Kayak. As a loyal customer of ours for several years. We understand this incident falls short of the quality and reliability you’ve come to expect. And then deepest apologies, because it does say that in the complaints letter that the person has been a customer for years.

So they fully acknowledge that returning the item to the store would have been preferred option and then it’s gone on and so on. But finally, another apology and thank you for bringing this matter to our attention. Basically a thoroughly good response generated in seconds, which, if you have a customer support team that are dealing with any kind of complaints, this is going to be gold in increasing the speed of a unique reply to that customer based on their specific problem. Very, very quick and easy way to do it. So you’ll find prompts like the one that I have given you up here in this list of example prompts, I’ll make sure that that particular one is in there as well.

And those are really the main ways in which you can use this amazing tool of chat GBT for customer support issues and I hope you found that useful. If you’ve got any comments about the video, then please do put them underneath. If any further questions that you’d like us to go over. And that’s it, and I’ll see you in the next training video.