Customer-facing roles often involve handling stress, emotion, and unexpected reactions. This course helps employees manage challenging interactions with patience, empathy, and professionalism. Learners explore what causes frustration for customers and how to respond without taking it personally. Through realistic examples, they practise listening actively, setting respectful boundaries, and finding fair solutions. The course also focuses on staying calm under pressure and maintaining personal well-being while resolving issues. By learning these skills, employees can turn tense moments into opportunities to build understanding, satisfaction, and long-term loyalty.