Customer Experience Course
This course equips you with essential skills to enhance customer experience through effective communication, metric analysis, and issue resolution techniques.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This Customer Experience Course helps you manage difficult interactions with confidence, apply empathy and straightforward language, and steer conversations from greeting to resolution. Learn CX basics, important metrics like CSAT, NPS, FCR, and AHT, plus key privacy principles. Practice calming techniques, follow-ups, and feedback processes while using analytics, quality assurance tools, and knowledge bases to resolve issues quicker and increase customer satisfaction.
Elevify advantages
Develop skills
- Master CX metrics: apply CSAT, NPS, FCR, and AHT to improve call performance.
- Conduct empathy-driven calls: use scripts, tone, and pacing to soothe upset customers.
- Achieve first-contact resolution: create call flows and diagnostics to solve problems swiftly.
- Apply de-escalation tactics: manage angry callers, restore trust, and recognise when to escalate.
- Develop QA and coaching skills: utilise recordings, scorecards, and feedback to enhance 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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