Strengthen your ability to build meaningful customer relationships using structured communication strategies and AI-assisted tools. This course focuses on empathy-driven engagement, retention tactics, omni-channel communication templates, and account health monitoring. You will learn to segment customers, calculate engagement uplift, draft professional service communications, and personalize AI-generated responses while maintaining clarity and tone. Using CRM insights and AI sentiment signals, you will assess key account health, design proactive outreach plans, and craft effective service recovery messages. Through applied exercises and a project, you will translate engagement data into actionable strategies that support loyalty, satisfaction, and long-term value. By the end of this course, you will be able to design and implement customer engagement strategies that combine human empathy with AI-enhanced efficiency.
Customer Engagement & Relationship
Customer Engagement & Relationship
This course is part of Microsoft Customer Service (with AI) Professional Certificate
Instructor: Microsoft
Included with
Gain insight into a topic and learn the fundamentals.
Beginner level
Recommended experience
1 week to complete
at 10 hours a week
Flexible schedule
Learn at your own pace
What you'll learn
Master customer engagement with AI-assisted communication, retention strategies, and account health insights to drive loyalty.
Details to know
Shareable certificate
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Recently updated!
June 2026
Taught in English
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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.
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