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AI-Powered Customer Service

From booking processor to AI-enabled travel expert

R By Rachit Singh 34 lessons 2 learners
Free
  • 34 practical lessons
  • Verifiable GRNExperts certificate
  • Written for working professionals

What you'll learn

Move from booking processor to trusted, AI-enabled travel expert
Recommend the right option with confidence instead of sending long lists
Use GRN + AI as a toolkit, with a human check on everything AI produces
Write replies that focus on customer benefits, not internal process
Ask the questions that uncover what a traveller really wants
Recover from service problems with a clear, repeatable model

About this program

Booking a trip has never been easier, and that's exactly why customers need more than a booking agent. They want someone who understands them, recommends with confidence and stands behind every promise. This course shows you how to become that expert, with AI and the GRN platform doing the heavy lifting.

A simple framework for outstanding service

  • Create: design great experiences from the very first reply
  • Recommend: give clear advice instead of long lists of options
  • Enable: use GRN + AI as your toolkit, with a human check on everything
  • Respond: communicate in a way that's clear, warm and sells
  • Recover: turn problems into loyalty when things go wrong

Each module is a set of short, practical videos followed by a quick quiz. Finish with the final exam to earn your certificate.

Curriculum

8 modules · 34 lessons
Introduction 1 lesson

Travel has changed, and so has what customers expect from you. Start here to see where this course will take you: from processing bookings to being the expert travellers trust, with AI doing the heavy lifting behind the scenes.

  • Welcome to AI-Powered Customer Service
Module 1: The AI-enabled travel expert 5 lessons

Meet the travel professional of the future. Discover what changes when AI handles the routine work, what never changes about great service, and how to move from order-taker to the expert customers come back to.

  • Introduction to Module 1
  • The AI-enabled travel expert
  • AI can make you faster
  • From booking processor to travel expert
  • Module 1 quiz: The AI-enabled travel expert Module quiz
Module 2: Create great customer experiences 3 lessons

Great service doesn't happen by accident. Learn how to design a customer experience on purpose, from the very first reply, and spot the everyday habits that quietly push customers away.

  • Introduction to Module 2: Create
  • What gets in the way of great customer service
  • Module 2 quiz: Create Module quiz
Module 3: Recommend, don't just present 4 lessons

Customers don't want a list of options; they want your advice. Learn to recommend with confidence, explain why it fits, and follow up in a way that helps customers decide instead of chasing them.

  • Introduction to Module 3: Recommend
  • Stop presenting, start recommending
  • Follow-up that doesn't sell, and what to do instead
  • Module 3 quiz: Recommend Module quiz
Module 4: Enable with GRN + AI 6 lessons

Your toolkit just got an upgrade. See how the GRN platform and AI tools work together, where AI genuinely helps, and why every AI output needs a human check before it reaches your customer.

  • Introduction to Module 4: Enable with GRN + AI
  • Your new travel expert toolkit
  • Where does AI help?
  • The human check
  • AI does not own the customer
  • Module 4 quiz: Enable with GRN + AI Module quiz
Module 5: Respond with communication that sells 6 lessons

How you reply is how customers judge you. Learn to write and speak in terms of what customers care about, ask the questions that uncover what they really want, and practise it all on a realistic scenario.

  • Introduction to Module 5: Respond
  • Customers don't see our process
  • Communication that sells
  • Ask the right questions
  • Suggested training scenario
  • Module 5 quiz: Respond Module quiz
Module 6: Recover when things go wrong 8 lessons

Things will go wrong; it's travel. What customers remember is how you handled it. Learn a clear recovery model, the words that calm instead of escalate, and how to turn a problem into lasting loyalty.

  • Introduction to Module 6: Recover
  • When the booked room category isn't available
  • The recovery model
  • Don't say this, say this
  • One customer, one journey
  • Don't just sell options, sell confidence
  • Course closing
  • Module 6 quiz: Recover Module quiz
Final exam 1 lesson
  • Final exam: AI-Powered Customer Service Final exam

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