Building Rapport with Customers Course
This course equips participants with essential skills to build strong customer relationships, handle difficult interactions, and improve service metrics in an ISP environment through practical training and real-world application.

4 to 360 hours 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 challenging conversations, and maintain customer loyalty. You'll learn empathy, active listening, mirroring, and clear call structures, along with ISP technical and billing fundamentals. Utilise real call recordings, role-plays, and key metrics like CSAT and FCR to enhance performance, lower churn, and ensure consistently positive interactions.
Elevify advantages
Develop skills
- Empathy and rapport on calls: use tone, scripts, and cues to build fast trust.
- Active listening and call flow: clarify, document, and drive first-contact resolution.
- De-escalation and retention: calm angry callers and turn complaints into loyalty.
- Mirroring and language matching: align tone and wording without sounding scripted.
- ISP tech and billing basics: explain fixes and charges in clear, simple language.
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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