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

from 4 to 360h flexible workload
certificate valid in your country
What will I learn?
The Customer Journey Course teaches you how to manage home internet problems with clear thinking, quick action, and steady approach. You will learn to create customer profiles, outline each step from service interruption to fix, minimise handovers, and apply self-help options, timely notifications, and improved resources. Grasp important measures such as customer satisfaction, ease of effort, and first-contact resolution to identify trouble spots, enhance procedures, and provide a more seamless, dependable service on every occasion.
Elevify advantages
Develop skills
- Map customer journeys: swiftly outline complete home internet disruption experiences.
- Reduce call friction: decrease transfers, repetitions, and customer effort in technical support calls.
- Use CX metrics: interpret CSAT, CES, and operational KPIs to achieve rapid enhancements.
- Perform root-cause analysis: identify and resolve main pain points in support processes.
- Design better support flows: integrate 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 workload.What our students say
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