Customer Experience Course
Master call center customer experience with proven tools for empathy, de-escalation, call flow design, CX metrics, and continuous improvement. Boost CSAT, FCR, and NPS while turning frustrated callers into loyal, long-term customers.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This Customer Experience Course helps you handle tough interactions with confidence, use empathy and clear language, and guide conversations from greeting to resolution. Learn CX fundamentals, key metrics like CSAT, NPS, FCR, and AHT, plus privacy essentials. Practice de-escalation, follow-up, and feedback loops while using analytics, QA tools, and knowledge bases to fix issues faster and boost customer satisfaction.
Elevify advantages
Develop skills
- CX metrics mastery: use CSAT, NPS, FCR, and AHT to boost call performance.
- Empathy-driven calls: apply scripts, tone, and pacing to calm frustrated customers.
- First-contact resolution: design call flows and diagnostics to fix issues fast.
- De-escalation tactics: handle angry callers, rebuild trust, and know when to escalate.
- QA and coaching skills: use recordings, scorecards, and feedback to lift team quality.
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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