Customer Journey Course
This course equips you with essential skills to optimize customer journeys in internet service support, focusing on efficient problem resolution, reduced friction, and data-driven improvements for enhanced satisfaction and reliability.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Customer Journey Course teaches you how to manage home internet problems with clear thinking, quick action, and steady approach. You will learn to create customer profiles, outline each step from service interruption to fix, minimise handovers, and apply self-help options, timely notifications, and improved resources. Grasp important measures such as customer satisfaction, ease of effort, and first-contact resolution to identify trouble spots, enhance procedures, and provide a more seamless, dependable service consistently.
Elevify advantages
Develop skills
- Map customer journeys: swiftly outline complete experiences of internet service disruptions.
- Reduce call friction: decrease handovers, repeated contacts, and customer effort in technical support calls.
- Use CX metrics: interpret CSAT, CES, and operational KPIs to enable rapid enhancements.
- Run root-cause analysis: identify and resolve main pain points in support processes.
- Design better support flows: integrate IVR, SMS, app, and agents for a fluid customer experience.
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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