This course provides frontline staff and supervisors with practical techniques for managing difficult customer interactions calmly and professionally. Participants will learn how to defuse tension, respond with empathy, and resolve conflicts in a way that protects the organization’s reputation and customer relationships.
Learning Methodology
Scenario-based simulations and roleplays
Conflict de-escalation exercises
Self-assessment and behavior mapping
Group discussions and experience sharing
Guided reflection and action planning
Learning Outcomes
Participants will be able to:
Understand the root causes of customer anger and complaints
Apply effective verbal and behavioral techniques to manage conflict
De-escalate difficult situations with professionalism and empathy
Respond constructively to verbal aggression or dissatisfaction
Protect brand reputation during tense service encounters
Delivery Format
Duration: 2 days (in-person) or 3 sessions (online)
Format: Workshop-style delivery with high interaction
Location: Flexible (on-site or external venues)
Certificate: Issued by Alverton Global upon course completion
Course Features
- Lectures 16
- Quiz 0
- Duration 2 days
- Skill level Expert
- Language English
- Students 0
- Certificate Yes
- Assessments Yes
- 5 Sections
- 16 Lessons
- 2 Days
- Understanding Difficult Customer Behavior3
- De-escalation and Conflict Management Techniques3
- Communicating Under Pressure3
- Managing Stress and Emotional Resilience3
- Real-Life Scenarios and Simulation4
Requirements
- Basic communication proficiency
- Currently in or preparing for a customer-facing role
Features
- Focused on real-life service conflict scenarios
- Techniques for both verbal and emotional de-escalation
- Sector-specific roleplay practice
- Includes tools for stress and emotion management
- Certified by Alverton Global
Target audiences
- Frontline customer service staff
- Call center and reception teams
- Team leaders and supervisors
- Employees in high-interaction public service environments
