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

from 4 to 360h flexible workload
certificate valid in your country
What will I learn?
The Building Rapport with Customers Course provides practical tools to build trust quickly, manage difficult conversations, and retain customer loyalty. You'll learn empathy, active listening, mirroring, and efficient call structures, along with basic ISP technical and billing knowledge. Utilise actual call recordings, role-playing exercises, and key performance indicators such as CSAT and FCR to enhance your performance, lower churn rates, and ensure consistently positive customer interactions.
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 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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Course in PDF