Customer Experience Course
This course provides comprehensive training on customer experience management, focusing on metrics, empathy, resolution strategies, de-escalation, and quality assurance to enhance customer satisfaction and team performance.

4 to 360 hours of flexible workload
certificate valid in your country
What Will I Learn?
This Customer Experience Course equips you to manage challenging interactions confidently, employing empathy and straightforward communication, and steering discussions from initial greeting to successful resolution. Delve into CX basics, essential metrics such as CSAT, NPS, FCR, and AHT, along with key privacy principles. Hone de-escalation methods, follow-up procedures, and feedback mechanisms, utilising analytics, QA tools, and knowledge repositories to resolve problems more efficiently and elevate customer satisfaction.
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 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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