Customer Experience Course
This course equips you with essential tools to excel in call centre customer service, focusing on empathy, calming tense situations, crafting effective call structures, tracking CX indicators, and driving ongoing enhancements. Improve CSAT, FCR, and NPS scores, transforming unhappy customers into devoted long-term patrons through practical, proven approaches.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Gain skills to manage challenging customer interactions confidently using empathy and straightforward communication, steering talks from welcome to solution. Master core CX principles, vital measures such as CSAT, NPS, FCR, and AHT, alongside data privacy basics. Hone de-escalation methods, follow-up strategies, and feedback systems, employing analytics, quality tools, and info resources to resolve problems swiftly and elevate customer happiness.
Elevify advantages
Develop skills
- Master CX metrics like CSAT, NPS, FCR, and AHT to enhance call outcomes.
- Deliver empathy-focused calls with suitable scripts, tone, and rhythm to soothe upset customers.
- Achieve first-contact fixes by building call paths and checks for quick resolutions.
- Apply de-escalation strategies to manage irate callers, restore confidence, and escalate appropriately.
- Develop QA and coaching abilities using call logs, evaluation sheets, and input to raise team standards.
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.What our students say
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