Customer Experience Course
This comprehensive course equips you with essential tools to excel in call centre customer experience management. Learn to apply empathy effectively, master de-escalation techniques, design optimal call flows, track key CX metrics like CSAT, NPS, and FCR, and implement continuous improvement practices. Transform dissatisfied customers into loyal advocates, enhancing overall performance and satisfaction scores in dynamic service environments.

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.What our students say
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