Customer Journey Course
This course equips you with essential skills to optimize customer journeys in home internet support, focusing on efficiency, reduced friction, and data-driven improvements for enhanced service delivery.

flexible workload from 4 to 360h
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. You will learn to describe customer types, outline each step from service failure to fixing it, lessen handovers, and apply self-help options, advance notices, and improved equipment. Grasp important measures like customer satisfaction, ease of effort, and first-contact resolution to spot trouble areas, better the ways of working, and provide a smoother, more dependable service each time.
Elevify advantages
Develop skills
- Map customer journeys: swiftly outline complete home internet failure experiences.
- Reduce call friction: minimise handovers, repetitions, and customer effort in technical calls.
- Use CX metrics: interpret CSAT, CES, and operational KPIs to push quick enhancements.
- Run root-cause analysis: identify and correct main trouble spots in support paths.
- Design better support flows: combine IVR, SMS, app, and agents for seamless 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 workload.What our students say
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