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Building Rapport with Customers Course

Building Rapport with Customers Course
from 4 to 360h flexible workload
valid certificate in your country

What will I learn?

This course equips you with practical strategies to build trust swiftly with customers, manage challenging discussions effectively, and foster lasting loyalty. You will master empathy, active listening, mirroring techniques, and structured call flows, alongside essential ISP technical and billing knowledge. Through real call recordings, role-playing exercises, and key performance indicators such as CSAT and FCR, you will enhance your performance, minimise customer churn, and consistently provide positive service experiences.

Elevify advantages

Develop skills

  • Develop empathy and rapport during calls using tone, scripts, and verbal cues to establish quick trust.
  • Master active listening and call flow management to clarify issues, document accurately, and achieve first-contact resolutions.
  • Learn de-escalation and retention strategies to soothe upset customers and convert complaints into loyalty.
  • Practice mirroring and language matching to synchronise tone and words naturally without seeming rehearsed.
  • Acquire foundational ISP technical and billing knowledge to explain solutions and charges in straightforward terms.

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.
Workload: between 4 and 360 hours

What our students say

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

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