Customer Care specialty 84h · 4 modules · €40–€60/hr

Customer Care AOS course

Run Takecare + Steve inside a real support organisation.

Outline only (full content in development)

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Functions touched

TakecareSteveSailford

Modules

Module 1 · 14h

4 units

Foundation — Customer Care under AI

• Tier 1 / 2 / 3 anatomy: where AI deflects vs assists vs escalates
• Takecare object model: triage, deflect, route, summarise
• Italian Garante constraints on call-recording + transcription
• Worked example: a 4-week CSM journey

Module 2 · 26h

4 units

Function deep-dive — Takecare

• Knowledge-base wiring, agent-assist patterns, deflection scripting
• Hands-on: deflect a real customer thread end-to-end
• Steve as a coaching coworker for empathetic escalation
• CSAT preservation under AI-driven deflection

Module 3 · 28h

4 units

Engagement craft — running a care deployment

• Channel sequencing: chat → email → voice
• KPI tracking: deflection, FCR, CSAT, AHT
• Takecare + Steve choreography for high-empathy moments
• Hand-off ritual to the support lead

Module 4 · 16h

4 units

Capstone — your reference deployment

• Full Takecare + Steve plan for a synthetic B2C account
• Deflection projection vs cc-053 csm transforms
• Knowledge-base ontology + freshness SLA
• Risk register including Italian Garante perimeter

Exam blueprint

MCQ

Short answer

Pass

75%

Duration

45m

Capstone

Customer Care AOS Capstone — Deflection + CSAT plan

A 180-FTE B2C support team handles 38k tickets/month with 12% AI-deflection and 4.2 CSAT. Produce a 90-day plan that drives 35% deflection while holding CSAT ≥ 4.4.

Deliverables

• 90-day milestone calendar
• Knowledge-base ontology with freshness SLA
• Takecare deflection design with red-team prompts
• Steve coaching prompts for empathetic escalation
• Compliance memo: call-recording + transcription DPA

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