M08-06 · AI + Robotics & Automation Operations

Customer-Facing Technical Operations

Teaches students to bridge the gap between technical robot operations and non-technical customer stakeholders. Covers customer onboarding for technical products, creating training materials for diverse audiences (kitchen staff vs. facility directors vs. IT teams), identifying and developing "robot champions" at customer sites, managing expectations around capability vs. promise, customer success metrics (uptime, task completion rate, NPS), monthly ROI reporting, and handling escalations when customer confidence erodes.

25 Hours

8 Learning objectives

Evaluate Bloom's ceiling (?)

4 Competencies

What You'll Be Able To Do

Learning Objectives

Objectives

Depth

Create training programs tailored to different audience technical levels — front desk staff (3-tap tablet interface), designated robot champions (dashboard, troubleshooting, map updates), and customer IT teams (networking requirements, VLAN configuration) Create
Apply customer onboarding procedures that set accurate expectations — clearly communicating what the robot can and cannot do, where human workers still cover gaps, and realistic performance timelines Apply
Evaluate customer success metrics — uptime (target >95%), task completion rate (target >90%), customer satisfaction (NPS), time to resolution — and produce monthly performance reports that demonstrate ROI Evaluate
Create monthly customer ROI reports translating robot performance data into business value: tasks completed, equivalent labor hours, cost comparison, and utilization trends Create
Analyze customer feedback to distinguish between product issues (requiring engineering escalation), configuration issues (resolvable by operations), and expectation issues (requiring communication, not technical fixes) Analyze
Apply the "robot champion" development strategy — identifying tech-savvy customer staff, providing deeper training, and establishing them as first-line support to reduce direct support burden Apply
Evaluate an escalation scenario — customer threatening cancellation due to repeated issues — and develop a recovery plan with specific steps, timeline, and communication cadence Evaluate
Apply expectation management techniques when customers purchased a vision ("robot handles all delivery") but reality requires human coverage for edge cases (30% of scenarios) Apply

Levels: Remember · Understand · Apply · Analyze · Evaluate · Create — highest demands most original thinking.

Core Competencies

What You'll Master

Customer Training Design

Creating training materials for non-technical users (not condescending, not confusing), conducting training sessions for different audiences (floor staff, supervisors, champions, IT), using demonstrations and video walkthroughs.

Expectation Management

Communicating robot capabilities honestly, managing the gap between sales promises and operational reality, building trust through transparency rather than over-promising.

Customer Success Metrics & ROI

Tracking uptime, task completion, satisfaction, and resolution time; producing monthly reports that quantify business value in language that matters to site managers and executives.

Escalation Handling

Recognizing when customer confidence is eroding, developing recovery plans with specific commitments, managing the communication cadence during crisis resolution, knowing when to involve engineering vs. sales vs. executive leadership.

Portfolio Artifact

What You'll Build

Customer Success Operations Package — Student develops a complete customer-facing operations package for a simulated deployment: customer onboarding presentation (setting expectations, demonstrating capabilities), 3-tier training curriculum (staff, champions, IT), monthly ROI report template populated with sample data, customer escalation response plan for a simulated cancellation-risk scenario (including communication timeline, technical recovery steps, and executive briefing), and a "robot champion" development guide with training milestones and certification criteria.

Tools You'll Use

Industry Tools, Not Toy Projects

Loom

Training videos and customer walkthroughs for onboarding and ongoing support communication.

Google Slides / Figma

Training materials, onboarding presentations, and visual documentation for customer audiences.

Google Sheets / Excel

ROI calculations, customer success metric tracking, and monthly performance reporting.

CRM (Salesforce / HubSpot)

Customer relationship management for tracking accounts, escalations, and support history.

Zendesk / Intercom

Support ticket management for tracking customer issues and resolution metrics.

Slack / Teams

Customer communication and internal coordination for support and escalation workflows.