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Customer Experience Course

4.9/5
Customer Experience Course
4.9 in the evaluation
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.
Workload: between 4 and 360 hours

What our students say

Your classes 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 Carlo
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 Ferres
Mariana FerresPhotography Student
I like the content and the way videos are presented and transcribed, which speeds up the process!
Luciana Alvarenga
Luciana AlvarengaNail Design Student
The platform is fast, simple to use. The diversity of content and complementary videos help a lot with learning.
André Felipe
André FelipePrompt Engineering Student

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