Customer Journey Course
This course equips you with essential skills to optimize customer journeys in internet service support, focusing on mapping experiences, reducing friction, leveraging metrics, analyzing issues, and designing efficient support flows for enhanced customer satisfaction.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
The Customer Journey Course teaches you how to manage home internet problems with clearness, quickness, and steadiness. Learn to define customer types, map each stage from service cut to fix, cut down handovers, and use self-help, ahead-of-time updates, and improved tools. Grasp main measures like CSAT, effort score, and FCR to spot trouble spots, better the ways, and give a smoother, more dependable service every time.
Elevify advantages
Develop skills
- Map customer journeys: quickly outline full end-to-end internet service cut experiences.
- Reduce call friction: lessen handovers, repeats, and customer effort in tech support calls.
- Use CX metrics: interpret CSAT, CES, and operations KPIs to push quick betterments.
- Run root-cause analysis: identify and correct main trouble points in support paths.
- Design better support flows: combine IVR, SMS, app, and agents for smooth customer experience.
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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