Customer Service Excellence Capstone

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Customer Service Excellence Capstone

This course is part of Microsoft Customer Service (with AI) Professional Certificate

Instructor: Microsoft

Included with Learn more

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3 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

3 modules

Gain insight into a topic and learn the fundamentals.

Beginner level

Recommended experience

2 hours to complete

Flexible schedule

Learn at your own pace

What you'll learn

Combine AI-augmented analytics and sentiment data with human judgment to resolve high-stakes customer service scenarios.
Navigate realistic business cases by balancing customer empathy, service targets, and data-driven recommendations.

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

3 assignments¹

AI Graded see disclaimer

Taught in English

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Build your Business Essentials expertise

This course is part of the Microsoft Customer Service (with AI) Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from Microsoft

There are 3 modules in this course

Prove your readiness to excel in modern customer-facing roles with this high-impact Customer Service Excellence Capstone. Designed as the culminating experience of the program, this course challenges you to integrate AI-powered insights, empathetic engagement strategies, and operational decision-making into realistic, high-stakes customer service scenarios.

You’ll navigate complex service challenges that require balancing customer satisfaction, business objectives, and data-driven recommendations. Along the way, you’ll create portfolio-ready deliverables that demonstrate your ability to resolve issues strategically, communicate with empathy, and leverage AI responsibly to enhance outcomes. By the end of the capstone, you will have clear, tangible evidence of your skills—showcasing not only what you know, but how effectively you apply it—positioning yourself as a confident, job-ready professional in today’s AI-enabled customer service landscape.

The foundation of AI-augmented customer intelligence is the ability to read and interpret the signals that AI surfaces. This module refreshes your understanding of how Customer 360 dashboards work, how sentiment analysis translates customer emotions into actionable data, and how to evaluate where AI automation adds value systematically. You'll practice applying these concepts through a coach dialogue focused on AI deployment decisions.

What's included

2 videos1 reading

AI can accelerate your work, but only if you know how to validate and improve its outputs. This module focuses on the critical skill of evaluating AI recommendations and communications before they reach customers. You'll review validation frameworks, personalization techniques, and account health monitoring—then practice applying these skills through a coach dialogue focused on improving AI-generated customer communications.

What's included

2 readings1 assignment

The true test of AI-augmented customer intelligence is your ability to integrate everything—dashboard insights, AI recommendations, validation skills, and operational realities—into coherent action. This module challenges you to balance SLA pressures with proactive engagement, make decisions when AI recommendations conflict with your judgment, and demonstrate your integrated capabilities through a summative project that creates a portfolio-ready artifact.

What's included

1 reading2 assignments

Earn a career certificate

Add this credential to your LinkedIn profile, resume, or CV. Share it on social media and in your performance review.

Instructor

Microsoft

368 Courses2,676,932 learners

Offered by

Microsoft

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Frequently asked questions

To access the course materials, assignments and to earn a Certificate, you will need to purchase the Certificate experience when you enroll in a course. You can try a Free Trial instead, or apply for Financial Aid. The course may offer 'Full Course, No Certificate' instead. This option lets you see all course materials, submit required assessments, and get a final grade. This also means that you will not be able to purchase a Certificate experience.

When you enroll in the course, you get access to all of the courses in the Certificate, and you earn a certificate when you complete the work. Your electronic Certificate will be added to your Accomplishments page - from there, you can print your Certificate or add it to your LinkedIn profile.