Building Rapport with Customers Course
This course equips participants with essential skills for building strong customer relationships in an ISP support environment, focusing on empathy, communication techniques, and technical basics to improve satisfaction and retention.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Building Rapport with Customers Course provides practical tools to build trust quickly, manage difficult conversations, and maintain customer loyalty. You will learn empathy, active listening, mirroring, and effective call structures, along with basic ISP technical and billing knowledge. Utilise real call recordings, role-playing exercises, and key performance indicators such as CSAT and FCR to enhance performance, lower churn rates, and ensure consistently positive customer interactions.
Elevify advantages
Develop skills
- Empathy and rapport on calls: employ tone, scripts, and cues to establish trust swiftly.
- Active listening and call flow: clarify issues, document details, and achieve first-contact resolution.
- De-escalation and retention: soothe upset callers and transform complaints into loyalty.
- Mirroring and language matching: adapt tone and wording naturally without appearing rehearsed.
- ISP tech and billing basics: describe solutions and charges in straightforward, simple 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
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