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AI at Work — Sales & Customer Service

ROLE TRANSFORMATION

Intensity Level

APPLIED · ROLE TRACK

Operational Duration

6 WEEKS

Course Code: R2-SAL

AI at Work — Sales & Customer Service

Enrolment

Dates announced soon

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Deep-Dive Specializations

Module Tracks

01 // Specialization Arrays

Outreach at Scale

Research prospects into genuine hooks, personalise messages across volume, and draft inside approved CRM tools, maintaining relevance without losing the human touch.

  • • Prospect research & verification
  • • Personalised message drafting
  • • CRM-assisted context
  • • Ethical outreach guardrails

Proposals & Accuracy

Turn around quotes and proposals in minutes by grounding AI on real templates and pricing rules. Verify every figure, term, and date before sending. Never drop a deal in silence.

  • • Template-grounded drafting
  • • Pre-send accuracy checklist
  • • Objection handling & talk tracks
  • • Consistent follow-up sequences

Support & Escalation

Build a grounded FAQ assistant that handles common questions in your voice, escalates complaints and sensitive issues to humans, and turns calls into instant follow-ups. Speed with warmth.

  • • Grounded support assistant (no-code)
  • • Warm ticket reply drafting
  • • Call-to-followup automation
  • • Escalation rules for risk cases

Badge Achievement Hierarchy

Progression Pathway

  1. 01

    Scout

    Wk 1-2 · Shared Core

  2. 02

    Practitioner

    Current Tier

  3. 03

    Certified

    Capstone + Certificate

WEEKLY PLAN

Timeline // 6 weeks · 2 shared + 4 role-specific · hybrid labs

Wk 1-2

Shared Foundation

AI Literacy & Ethical Frameworks

Prompt craft, accuracy discipline, privacy boundaries, and risk literacy across sales and support workflows.

Online + Lab

Wk 3

Module 3

Personalised Outreach at Scale

Research prospects, personalise at volume with a reusable structure, draft using CRM context, and codify your outreach ethics.

Online + Lab

Wk 4

Module 4

Proposals, Quotes & Follow-ups

Draft tailored proposals from templates; verify every price, term, and date; handle objections honestly; and never drop a follow-up.

Online + Lab

Wk 5

Module 5

Support Assistant, FAQ & Call Follow-up

Build a no-code grounded support assistant, draft empathetic ticket replies, turn calls into summaries and follow-ups, and define escalation boundaries.

Online + Lab

Wk 6

Capstone

Role Transformation Project

Assemble your automation (outreach or support), record baseline and after metrics, confirm quality safeguards, and present impact with next steps.

In-Lab Presentation

Technical Deliverables

System deployments you will depart with, fully optimized for production environments.

Forge Guarantee

“You will ship a measurable, accuracy-first AI automation for sales or support, with before/after metrics, human safeguards, and a roadmap to R3.”
01_PLAYBOOKS

Sales & Service Playbooks

Research, outreach, proposal, and support assistant templates grounded in real processes, ready to adapt and deploy.

02_TRANSFORMATION

Role Transformation Project

A measured AI automation (outreach or support) with baseline metrics, execution, before/after results, and a 5-slide impact presentation.

03_FRAMEWORK

Accuracy & Escalation Framework

Decision checklist for proposal verification, support escalation rules, and ethical AI guardrails, operationalised in your role.