Building Rapport with Customers Course
Elevate your call centre effectiveness by developing essential rapport-building techniques. Gain proficiency in empathy, active listening, conflict de-escalation, and efficient call management to boost CSAT, FCR, and customer retention rates, transforming difficult interactions into opportunities for loyalty and increased revenue.
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.What our students say
Your lessons are perfect. I purchased the one-year package and finally have the opportunity to follow various topics of my interest without needing to change platforms... I thank you for everything you do, I've already recommended you to other people...
Giulio CarloDigital Marketing Student
I like how the lessons are straight to the point and how I can change chapters and skip content I don't need.
Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!
Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos help a lot with learning.
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