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Handling Difficult Customers and Emotional Resilience for Service Teams

Angry, anxious and demanding customers are part of frontline life, and how staff respond shapes both the outcome and their own wellbeing. This programme builds practical techniques for defusing tension, staying professional under pressure and protecting personal energy across a long shift. It is designed for busy African service counters, contact centres and field teams.

What you will be able to do

  • Recognise the triggers behind difficult customer behaviour.
  • Apply calming and de-escalation techniques under pressure.
  • Set boundaries firmly while remaining respectful.
  • Manage your own stress responses during tense interactions.
  • Recover the relationship after a difficult exchange.
  • Build personal habits that protect resilience over time.

Course outline

  1. 01Understanding difficult behaviour
  2. 02Staying calm under pressure
  3. 03De-escalation techniques
  4. 04Setting respectful boundaries
  5. 05Managing your own stress response
  6. 06Recovering the relationship
  7. 07Building personal resilience
  8. 08Supporting each other as a team

Who should attend

Customer service agents, contact centre staff, frontline and field service teams and the supervisors who support them.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Lusaka2US$1,100
24 to 25 Aug 2026Kigali2US$1,100
31 Aug to 1 Sep 2026Nairobi2US$1,100
7 to 8 Sep 2026Durban2R10,000
14 to 15 Sep 2026Johannesburg2R10,000
28 to 29 Sep 2026Mauritius2US$1,100
5 to 6 Oct 2026Dubai2US$1,100
12 to 13 Oct 2026Lagos2US$1,100
19 to 20 Oct 2026Harare2US$1,100
26 to 27 Oct 2026Kampala2US$1,100
2 to 3 Nov 2026Dar es Salaam2US$1,100
9 to 10 Nov 2026Pretoria2R10,000
16 to 17 Nov 2026Cape Town2R10,000
30 Nov to 1 Dec 2026Online2US$900
7 to 8 Dec 2026Mozambique2US$1,100
14 to 15 Dec 2026Cairo2US$1,100
21 to 22 Dec 2026Accra2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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