Customer Journey Course
This course equips you with essential skills to optimize customer journeys in home internet support, focusing on mapping experiences, reducing friction, leveraging metrics, analyzing root causes, and designing efficient support flows for enhanced customer satisfaction.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Customer Journey Course shows you how to handle home internet issues with clarity, speed, and consistency. Learn to define customer personas, map every stage from outage to resolution, reduce transfers, and use self-service, proactive updates, and better tools. Understand key metrics like CSAT, effort, and FCR so you can pinpoint pain points, improve processes, and deliver a smoother, more reliable experience every time.
Elevify advantages
Develop skills
- Map customer journeys: quickly chart end-to-end internet outage experiences.
- Reduce call friction: cut transfers, repeats, and customer effort in tech calls.
- Use CX metrics: read CSAT, CES, and ops KPIs to drive fast improvements.
- Run root-cause analysis: find and fix key pain points in support journeys.
- Design better support flows: blend IVR, SMS, app, and agents for smooth CX.
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 are saying
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