Building Rapport with Customers Course
This course equips customer service professionals with essential skills to build rapport, handle challenging interactions, and improve customer satisfaction through practical techniques and ISP knowledge.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Building Rapport with Customers Course provides practical tools to build trust quickly, manage difficult conversations, and maintain customer loyalty. You will learn empathy, active listening, mirroring, and effective call structures, along with basic ISP technical and billing knowledge. Through real call recordings, role-playing exercises, and key performance indicators such as CSAT and FCR, you can enhance your performance, lower customer churn, and ensure positive interactions consistently.
Elevify advantages
Develop skills
- Empathy and rapport on calls: use tone, scripts, and cues to build fast trust.
- Active listening and call flow: clarify, document, and drive first-contact resolution.
- De-escalation and retention: calm angry callers and turn complaints into loyalty.
- Mirroring and language matching: align tone and wording without sounding scripted.
- ISP tech and billing basics: explain fixes and charges in clear, simple language.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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