Customer Experience Course
This course equips you with essential skills to enhance customer interactions, master key CX metrics, and implement effective de-escalation and resolution strategies for improved satisfaction and performance.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This Customer Experience Course assists you in managing challenging interactions with assurance, employing empathy and straightforward communication, and steering discussions from initial greeting to successful conclusion. Discover core CX principles, essential measures such as CSAT, NPS, FCR, and AHT, along with vital privacy guidelines. Engage in practising de-escalation methods, follow-up procedures, and feedback mechanisms, utilising analytics, quality assurance instruments, and information repositories to resolve problems more swiftly and elevate customer contentment.
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 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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