Building Rapport with Customers Course
Enhance call center performance through proven rapport-building techniques. This course teaches empathy, active listening, de-escalation strategies, and efficient call flows to boost CSAT, FCR, and customer retention, transforming challenging interactions into opportunities for loyalty and increased revenue.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This course equips you with practical strategies to build trust rapidly with customers, manage difficult discussions effectively, and foster long-term loyalty. Key topics include empathy, active listening, mirroring techniques, structured call flows, and foundational ISP technical and billing knowledge. Participants engage with real call recordings, role-playing exercises, and performance metrics such as CSAT and FCR to elevate service quality, minimise churn, and ensure positive customer experiences consistently.
Elevify advantages
Develop skills
- Develop empathy and rapport on calls using tone, scripts, and cues to build trust quickly.
- Master active listening and call flow to clarify issues, document accurately, and achieve first-contact resolution.
- Learn de-escalation and retention techniques to calm upset callers and convert complaints into loyalty.
- Practice mirroring and language matching to align with customer tone and words naturally without sounding scripted.
- Gain ISP technical and billing basics to explain solutions and charges in simple, clear 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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