Building Rapport with Customers Course
This course equips participants with essential skills to build strong customer relationships, handle challenging interactions, and improve service outcomes through practical techniques and ISP-specific knowledge.

from 4 to 360h 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 difficult conversations, and maintain customer loyalty. You will learn empathy, active listening, mirroring, and effective call flows, along with basic ISP technical and billing knowledge. Utilise real call recordings, role-playing exercises, and key performance indicators such as CSAT and FCR to enhance performance, minimise churn, and ensure consistently positive customer experiences.
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 workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workloadWhat our students say
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