Customer Journey Course
This course equips you with practical strategies to optimize customer journeys in home internet support, focusing on efficient problem resolution, reduced friction, and data-driven improvements for enhanced satisfaction and reliability.

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 clear thinking, quick action, and steady approach. You'll learn to outline customer types, sketch out each step from service interruption to fix, cut down on handovers, and make use of self-help options, timely notifications, and improved equipment. Get to grips with main measures like customer satisfaction, ease of effort, and first-contact resolution to spot trouble areas, refine methods, and provide a smoother, more dependable service on every occasion.
Elevify advantages
Develop skills
- Map customer journeys: swiftly outline full experiences of internet service disruptions.
- Reduce call friction: minimise handovers, repeated contacts, and customer effort in technical calls.
- Use CX metrics: interpret CSAT, CES, and operational KPIs to push for rapid enhancements.
- Run root-cause analysis: identify and resolve main trouble spots in support processes.
- Design better support flows: integrate IVR, SMS, app, and agents for seamless customer experience.
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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