Course Information

Conflict is a part of customer service, but how you handle it defines your impact.

Skill Development:
  • Stay in control during emotionally charged customer interactions
  • Defuse tense situations before they escalate
  • Respond with empathy, not ego
  • Use communication strategies that show customers they’ve been heard
  • Maintain your professionalism while preserving customer loyalty

Why It Matters

One bad experience can ruin a relationship, but one well-handled conflict can save it. This course gives you tools to de-escalate tension, calm angry customers, and protect your brand’s reputation under pressure.

Course Format

  • Length: ~90 minutes of self-paced video content
  • Modules: 6 (includes exercises and downloadable workbook)
  • Skill Level: Entry-level and career professionals
  • Access: Free, with 1-year unlimited access
  • Certificate: Instant digital certificate upon completion

Course Modules

  1. Understanding the Role of Conflict in Customer Service
  2. How Conflict Affects You, Your Team, and the Customer
  3. De-escalation Strategies That Work
  4. Using Empathy to Restore Trust
  5. Maintaining Control and Professionalism
  6. Turning Conflict Into a Positive Customer Experience

Who This Course Is For

  • Front-line customer service and support professionals
  • Call center agents, retail associates, and help desk reps
  • Team leads and supervisors seeking to coach others through conflict
  • Anyone who interacts with customers and wants to handle conflict better

Partnership

This certification offering is made possible through a strategic partnership between CustomerSuccessU and ASTEVEN Energy Institute. As a recognized pioneer in workforce development, ASTEVEN brings a strong commitment to practical, skills-based learning.

Together, we are expanding access to high-quality customer service training and certification across Africa. This collaboration empowers individuals with the professional tools and global credentials needed to succeed in today’s customer-focused economy, reflecting our shared mission to create inclusive opportunities for lifelong growth and employment.
ASTEVEN Energy Institute

Not-for-Profit Mission

CustomerSuccessU is a global not-for-profit organization committed to making career advancement accessible to everyone. We offer free and affordable courses, certifications, and resources to support individuals at any stage of their professional journey, whether they are beginning their careers, transitioning to a new field, or preparing for leadership roles.
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