Customer Experience Course
This course equips you with essential skills to excel in customer experience management, focusing on metrics, empathy, resolution strategies, de-escalation, and quality assurance to improve customer satisfaction and team performance.

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 assurance, employ empathy and straightforward language, and steer discussions from welcome to settlement. Learn CX basics, important measures like CSAT, NPS, FCR, and AHT, along with privacy fundamentals. Practise calming techniques, follow-ups, and feedback processes while utilising analytics, QA instruments, and knowledge resources to resolve problems quicker and enhance customer contentment.
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 workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workloadWhat our students say
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