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Customer Experience Course

Customer Experience Course
flexible workload of 4 to 360h
valid certificate in your country

What will I learn?

Gain skills to manage challenging customer interactions confidently using empathy and precise communication, steering discussions from initial greeting to complete resolution. Master core CX principles, vital metrics including CSAT, NPS, FCR, and AHT, alongside key privacy guidelines. Hone de-escalation methods, follow-up strategies, and feedback mechanisms, leveraging analytics, quality assurance tools, and knowledge repositories to resolve problems swiftly and elevate customer satisfaction levels.

Elevify advantages

Develop skills

  • Master CX metrics like CSAT, NPS, FCR, and AHT to improve call efficiency.
  • Deliver empathy-focused interactions using scripts, tone control, and pacing to soothe upset customers.
  • Achieve first-contact resolution by crafting call flows and diagnostic steps for quick fixes.
  • Apply de-escalation strategies to manage irate callers, restore confidence, and escalate appropriately.
  • Develop QA and coaching expertise with call recordings, scorecards, and feedback for team enhancement.

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.
Workload: between 4 and 360 hours

What our students say

I was just promoted to Intelligence Advisor of the Prison System, and the course from Elevify was crucial for me to be chosen.
EmersonPolice Investigator
The course was essential to meet the expectations of my boss and the company I work for.
SilviaNurse
Very great course. Lots of rich information.
WiltonCivil Firefighter

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