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

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 understanding, quick action, and steady approach. You will learn to identify customer types, outline each step from service disruption to fix, minimise handovers, and apply self-help options, timely notifications, and improved resources. Grasp important measures like customer satisfaction, ease of effort, and first-contact resolution to spot trouble areas, enhance methods, and provide a smoother, more dependable service always.
Elevify advantages
Develop skills
- Map customer journeys: swiftly outline complete home internet disruption experiences.
- Reduce call friction: lessen handovers, repetitions, and customer effort in technical calls.
- Use CX metrics: interpret CSAT, CES, and operational KPIs to push rapid enhancements.
- Run root-cause analysis: identify and resolve main trouble spots in support paths.
- Design better support flows: integrate IVR, SMS, app, and agents for seamless customer experience.
Suggested summary
Before starting, you can change the chapters and 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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