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 boost customer satisfaction and performance.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This Customer Experience Course assists you in managing challenging interactions with assurance, employing empathy and straightforward language, and steering discussions from initial greeting to successful resolution. Discover core CX principles, vital measures such as CSAT, NPS, FCR, and AHT, along with essential privacy guidelines. Practise calming techniques, follow-up procedures, and feedback mechanisms, utilising analytics, quality assurance tools, and knowledge repositories to resolve problems more swiftly and elevate customer contentment.
Elevify advantages
Develop skills
- CX metrics mastery: utilise CSAT, NPS, FCR, and AHT to enhance call performance.
- Empathy-driven calls: implement scripts, tone, and pacing to soothe irritated customers.
- First-contact resolution: create call flows and diagnostics to address issues promptly.
- De-escalation tactics: manage irate callers, restore trust, and recognise when to escalate.
- QA and coaching skills: employ recordings, scorecards, and feedback to improve team quality.
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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