About Course

This course helps you stay calm and professional when a customer is upset. You will learn how to listen first, name the problem and agree on a fix. We cover phone calls, emails and walk-in complaints, with short role plays based on real South African workplaces. Ayesha Patel guides each step, so you can handle refunds, delays and rude words with confidence.

What Will You Learn?

  • Practise your new skills with real workplace scenarios and worked answers
  • Use simple templates and checklists in your own team
  • Get friendly and fast support from your trainer
  • Downloadable notes, forms and guides for every module

Course Content

Quick & Simple Responses
A short summary to prepare learners for the lessons in this topic. It appears on the course page under the topic name, so everyone knows what is coming.

  • Favourite Simple Phrases
    03:54
  • Slow Down Techniques
    04:33
  • Shows How to Be Calmer on Calls
    02:44
  • Staying Calm
    04:05
  • Quiz – Difficult customer conversations

Complete Conversation Course

Listen/ Respond

Escalation Steps & Techniques

Follow-Up Steps

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