Training on Controlling Conflict, Stress, and Time in Customer Service
Master conflict resolution, stress management, and time management for customer service professionals. Learn effective techniques to handle difficult customers, reduce stress, and prioritize tasks efficiently.
Next intake
20 Jul 2026 · Nakuru
Duration
5 days
Live instruction
Delivery
Physical + Virtual
Cohort based
Level
Foundation
Working professionals
Certification
NITA reimbursable
For Kenyan cohorts
Language
English
All materials
About this programme
Working at a customer support center or help desk environment can be challenging. Customers can sometimes be demanding and unreasonable, leading to conflict and stress. The customer service representative (CSR) who aims for service excellence can improve customer relationships by understanding the emotional needs of each customer and adapting to how they communicate. In this course, you'll learn how to identify and resolve conflict, negotiate with customers, and develop strategies to better manage time and stress, and you'll explore how a positive approach and attitude can benefit client service (CS).
Duration
5 Days
Who Should Attend?
- Customer service representatives
- Frontline staff
- Call center agents
- Customer success professionals
- Anyone involved in customer interaction and dealing with stressful situations
What you'll walk away with
By the end of this course, participants will:
- Identify and manage their own stress levels
- Understand the causes of conflict in customer service
- Apply effective conflict resolution strategies
- Prioritize tasks and manage time efficiently
- Build resilience and maintain a positive mindset
What we cover, module by module
Module 1: Understanding Stress and Its Impact
- Defining stress and its physical and emotional effects
- Common stressors in customer service
- Recognizing signs of stress in oneself and others
Module 2: Managing Stress and Building Resilience
- Stress management techniques (e.g., relaxation exercises, mindfulness, time management)
- Building resilience and coping skills
- Self-care and work-life balance
Module 3: Conflict Resolution Strategies
- Identifying the root causes of conflict
- Active listening and empathetic communication
- Negotiation and compromise
- Dealing with difficult customers and challenging situations
Module 4: Time Management and Prioritization
- Time management techniques (e.g., time blocking, prioritization matrices)
- Setting realistic goals and deadlines
- Avoiding procrastination and distractions
- Managing interruptions and multitasking
Module 5: Maintaining a Positive Mindset
- Positive thinking and affirmations
- Gratitude and mindfulness practices
- Building a support network
- Overcoming negativity and burnout
Where the change lands
Organizational Impact:
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Improved conflict resolution and customer satisfaction
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Enhanced efficiency through better time management practices
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Reduced employee burnout and turnover rates
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Stronger customer relationships and brand loyalty
Individual Impact:
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Greater confidence in managing difficult customers
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Practical tools to handle stress and maintain composure
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Improved time management and productivity
-
Enhanced emotional resilience and workplace satisfaction
Dates and locations
Upcoming intakes
Every intake is limited to a small cohort. Booking closes when a date fills or three weeks before the start, whichever comes first.
| City | Starts | Ends | Delivery | Book |
|---|---|---|---|---|
NakuruNext | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kigali | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Accra | 20 Jul 2026 | 24 Jul 2026 | In-Person | Book |
Kisumu | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Johannesburg | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
Dakar | 27 Jul 2026 | 31 Jul 2026 | In-Person | Book |
- NakuruNext
20 Jul → 24 Jul·In-Person
Book this intake - Kigali
20 Jul → 24 Jul·In-Person
Book this intake - Accra
20 Jul → 24 Jul·In-Person
Book this intake - Kisumu
27 Jul → 31 Jul·In-Person
Book this intake - Johannesburg
27 Jul → 31 Jul·In-Person
Book this intake - Dakar
27 Jul → 31 Jul·In-Person
Book this intake
Common questions.
Still not sure? Send us a note and a facilitator will get back to you within a business day.
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Course finder
Find the right course for you
Prefer to talk it through? Send us an enquiry and a facilitator will scope a fit within a business day.
For corporate teams
Training 10+ professionals?
We deliver Training on Controlling Conflict, Stress, and Time in Customer Service in-house at your offices, at a venue we arrange, or fully virtual. Customise the curriculum against your KPIs, and get a bespoke price for the cohort size you need.