Handling Difficult Conversations with Customers Training Course Tech For Development (T4D)

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Handling Difficult Conversations with Customers Training Course

Foundation | 5 days | Face to Face / Online / Elearning | Certificate

Course Overview

Course Summary

Course Title	Handling Difficult Conversations with Customers Training Course
Organization	Tech For Development (T4D)
Venue	Tech For Development (T4D) Training Centre
Duration	5 days
Target Industries
Target Job Roles
Course Fees (Face-to-Face)	USD 1,500/KES 99,000 (Exclusive of VAT)
Course Fees (Virtual)	USD 1,000/KES 70,000 (Exclusive of VAT)
Training Modes	Virtual and face-to-face training
Payment	Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course
Accreditation	Tech For Development Certificate of Course Completion

Course Overview
This course prepares service professionals to manage challenging conversations including delivering bad news, discussing sensitive topics, and maintaining professionalism under pressure.

Course Duration
5 Days

Target Audience

Senior customer service representatives
Escalations specialists
Billing and accounts teams
Client relations staff

Personal Impact

Reduced anxiety around difficult conversations
Framework for delivering unwelcome news professionally
Skills to maintain relationships despite challenges

Organizational Impact

Consistent handling of sensitive discussions
Preservation of customer relationships
Reduced conflict in policy enforcement

Course Objectives

Structure and prepare for difficult conversations
Deliver negative information with empathy
Maintain composure under pressure
Repair relationships after challenging discussions

Course Modules

Course Outline
Module 1: Types of Difficult Conversations

Common challenging scenarios
Emotional preparation techniques
Case study: Successful navigation of service failures

Module 2: Frameworks for Difficult Talks

DESC script (Describe, Express, Specify, Consequences)
Bad news delivery protocols
Workshop: Prepare for specific difficult scenarios

Module 3: Maintaining Professionalism

Emotional regulation techniques
Professional boundary setting
Role play: Handling high-pressure conversations

Module 4: Relationship Repair

Post-conversation follow-up
Rebuilding trust techniques
Group activity: Develop repair strategies for case studies

Module 5: Comprehensive Practice

Full difficult conversation simulations
Peer feedback and coaching
Assessment: Handle multiple challenging scenarios

Course Administration

Methodology

Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.

Accreditation

Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion

Training Venue

The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.

Accommodation & Airport Transfer

Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179

Tailor-Made

This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.

Payment

Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].

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Date	Cost
2026 Schedules
Nairobi
23 Nov - 27 Nov	KES 99,000 \| $1,500	Register
14 Dec - 18 Dec	KES 99,000 \| $1,500	Register

Johannesberg
23 Nov - 27 Nov	$3,100	Register
14 Dec - 18 Dec	$3,100	Register

Mombasa
23 Nov - 27 Nov	KES 115,000 \| $1,500	Register
14 Dec - 18 Dec	KES 115,000 \| $1,500	Register

Kigali
23 Nov - 27 Nov	$1,850	Register
14 Dec - 18 Dec	$1,850	Register

Addis Ababa
23 Nov - 27 Nov	$3,100	Register
14 Dec - 18 Dec	$3,100	Register

Kuala Lumpur
23 Nov - 27 Nov	$5,500	Register
14 Dec - 18 Dec	$5,500	Register

Accra
23 Nov - 27 Nov	$3,200	Register
14 Dec - 18 Dec	$3,200	Register

Cairo
23 Nov - 27 Nov	$4,200	Register
14 Dec - 18 Dec	$4,200	Register

Cape Town
23 Nov - 27 Nov	$3,800	Register
14 Dec - 18 Dec	$3,800	Register

Pretoria
23 Nov - 27 Nov	$3,100	Register
14 Dec - 18 Dec	$3,100	Register

Dar es Salaam
23 Nov - 27 Nov	$2,100	Register
14 Dec - 18 Dec	$2,100	Register

Naivasha
23 Nov - 27 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Kisumu
23 Nov - 27 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Arusha
23 Nov - 27 Nov	$2,100	Register
14 Dec - 18 Dec	$2,100	Register

Machakos
23 Nov - 27 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Nakuru
23 Nov - 27 Nov	KES 110,000 \| $1,500	Register
14 Dec - 18 Dec	KES 110,000 \| $1,500	Register

Kampala
23 Nov - 27 Nov	$1,800	Register
14 Dec - 18 Dec	$1,800	Register

Dubai
23 Nov - 27 Nov	$3,900	Register
14 Dec - 18 Dec	$3,900	Register

Zanzibar
23 Nov - 27 Nov	$2,100	Register
14 Dec - 18 Dec	$2,100	Register
2027 Schedules
Dar es Salaam
25 Jan - 29 Jan	$2,100	Register
22 Feb - 26 Feb	$2,100	Register
15 Mar - 19 Mar	$2,100	Register
26 Apr - 30 Apr	$2,100	Register
24 May - 28 May	$2,100	Register
28 Jun - 02 Jul	$2,100	Register
26 Jul - 30 Jul	$2,100	Register
23 Aug - 27 Aug	$2,100	Register
27 Sep - 01 Oct	$2,100	Register
25 Oct - 29 Oct	$2,100	Register
22 Nov - 26 Nov	$2,100	Register
20 Dec - 24 Dec	$2,100	Register

Kigali
25 Jan - 29 Jan	$1,850	Register
22 Feb - 26 Feb	$1,850	Register
15 Mar - 19 Mar	$1,850	Register
26 Apr - 30 Apr	$1,850	Register
24 May - 28 May	$1,850	Register
28 Jun - 02 Jul	$1,850	Register
26 Jul - 30 Jul	$1,850	Register
23 Aug - 27 Aug	$1,850	Register
27 Sep - 01 Oct	$1,850	Register
25 Oct - 29 Oct	$1,850	Register
22 Nov - 26 Nov	$1,850	Register
20 Dec - 24 Dec	$1,850	Register

Addis Ababa
25 Jan - 29 Jan	$3,100	Register
22 Feb - 26 Feb	$3,100	Register
15 Mar - 19 Mar	$3,100	Register
26 Apr - 30 Apr	$3,100	Register
24 May - 28 May	$3,100	Register
28 Jun - 02 Jul	$3,100	Register
26 Jul - 30 Jul	$3,100	Register
23 Aug - 27 Aug	$3,100	Register
27 Sep - 01 Oct	$3,100	Register
25 Oct - 29 Oct	$3,100	Register
22 Nov - 26 Nov	$3,100	Register
20 Dec - 24 Dec	$3,100	Register

Kuala Lumpur
25 Jan - 29 Jan	$5,500	Register
22 Feb - 26 Feb	$5,500	Register
15 Mar - 19 Mar	$5,500	Register
26 Apr - 30 Apr	$5,500	Register
24 May - 28 May	$5,500	Register
28 Jun - 02 Jul	$5,500	Register
26 Jul - 30 Jul	$5,500	Register
23 Aug - 27 Aug	$5,500	Register
27 Sep - 01 Oct	$5,500	Register
25 Oct - 29 Oct	$5,500	Register
22 Nov - 26 Nov	$5,500	Register
20 Dec - 24 Dec	$5,500	Register

Accra
25 Jan - 29 Jan	$3,200	Register
22 Feb - 26 Feb	$3,200	Register
15 Mar - 19 Mar	$3,200	Register
26 Apr - 30 Apr	$3,200	Register
24 May - 28 May	$3,200	Register
28 Jun - 02 Jul	$3,200	Register
26 Jul - 30 Jul	$3,200	Register
23 Aug - 27 Aug	$3,200	Register
27 Sep - 01 Oct	$3,200	Register
25 Oct - 29 Oct	$3,200	Register
22 Nov - 26 Nov	$3,200	Register
20 Dec - 24 Dec	$3,200	Register

Cairo
25 Jan - 29 Jan	$4,200	Register
22 Feb - 26 Feb	$4,200	Register
15 Mar - 19 Mar	$4,200	Register
26 Apr - 30 Apr	$4,200	Register
24 May - 28 May	$4,200	Register
28 Jun - 02 Jul	$4,200	Register
26 Jul - 30 Jul	$4,200	Register
23 Aug - 27 Aug	$4,200	Register
27 Sep - 01 Oct	$4,200	Register
25 Oct - 29 Oct	$4,200	Register
22 Nov - 26 Nov	$4,200	Register
20 Dec - 24 Dec	$4,200	Register

Pretoria
25 Jan - 29 Jan	$3,100	Register
22 Feb - 26 Feb	$3,100	Register
15 Mar - 19 Mar	$3,100	Register
26 Apr - 30 Apr	$3,100	Register
24 May - 28 May	$3,100	Register
28 Jun - 02 Jul	$3,100	Register
26 Jul - 30 Jul	$3,100	Register
23 Aug - 27 Aug	$3,100	Register
27 Sep - 01 Oct	$3,100	Register
25 Oct - 29 Oct	$3,100	Register
22 Nov - 26 Nov	$3,100	Register
20 Dec - 24 Dec	$3,100	Register

Cape Town
25 Jan - 29 Jan	$3,800	Register
22 Feb - 26 Feb	$3,800	Register
15 Mar - 19 Mar	$3,800	Register
26 Apr - 30 Apr	$3,800	Register
24 May - 28 May	$3,800	Register
28 Jun - 02 Jul	$3,800	Register
26 Jul - 30 Jul	$3,800	Register
23 Aug - 27 Aug	$3,800	Register
27 Sep - 01 Oct	$3,800	Register
25 Oct - 29 Oct	$3,800	Register
22 Nov - 26 Nov	$3,800	Register
20 Dec - 24 Dec	$3,800	Register

Johannesberg
25 Jan - 29 Jan	$3,100	Register
22 Feb - 26 Feb	$3,100	Register
15 Mar - 19 Mar	$3,100	Register
26 Apr - 30 Apr	$3,100	Register
24 May - 28 May	$3,100	Register
28 Jun - 02 Jul	$3,100	Register
26 Jul - 30 Jul	$3,100	Register
23 Aug - 27 Aug	$3,100	Register
27 Sep - 01 Oct	$3,100	Register
25 Oct - 29 Oct	$3,100	Register
22 Nov - 26 Nov	$3,100	Register
20 Dec - 24 Dec	$3,100	Register

Zanzibar
25 Jan - 29 Jan	$2,100	Register
22 Feb - 26 Feb	$2,100	Register
15 Mar - 19 Mar	$2,100	Register
26 Apr - 30 Apr	$2,100	Register
24 May - 28 May	$2,100	Register
28 Jun - 02 Jul	$2,100	Register
26 Jul - 30 Jul	$2,100	Register
23 Aug - 27 Aug	$2,100	Register
27 Sep - 01 Oct	$2,100	Register
25 Oct - 29 Oct	$2,100	Register
22 Nov - 26 Nov	$2,100	Register
20 Dec - 24 Dec	$2,100	Register

Arusha
25 Jan - 29 Jan	$2,100	Register
22 Feb - 26 Feb	$2,100	Register
15 Mar - 19 Mar	$2,100	Register
26 Apr - 30 Apr	$2,100	Register
24 May - 28 May	$2,100	Register
28 Jun - 02 Jul	$2,100	Register
26 Jul - 30 Jul	$2,100	Register
23 Aug - 27 Aug	$2,100	Register
27 Sep - 01 Oct	$2,100	Register
25 Oct - 29 Oct	$2,100	Register
22 Nov - 26 Nov	$2,100	Register
20 Dec - 24 Dec	$2,100	Register

Kisumu
25 Jan - 29 Jan	KES 110,000 \| $1,500	Register
22 Feb - 26 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
26 Apr - 30 Apr	KES 110,000 \| $1,500	Register
24 May - 28 May	KES 110,000 \| $1,500	Register
28 Jun - 02 Jul	KES 110,000 \| $1,500	Register
26 Jul - 30 Jul	KES 110,000 \| $1,500	Register
23 Aug - 27 Aug	KES 110,000 \| $1,500	Register
27 Sep - 01 Oct	KES 110,000 \| $1,500	Register
25 Oct - 29 Oct	KES 110,000 \| $1,500	Register
22 Nov - 26 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Dubai
25 Jan - 29 Jan	$3,900	Register
22 Feb - 26 Feb	$3,900	Register
15 Mar - 19 Mar	$3,900	Register
26 Apr - 30 Apr	$3,900	Register
24 May - 28 May	$3,900	Register
28 Jun - 02 Jul	$3,900	Register
26 Jul - 30 Jul	$3,900	Register
23 Aug - 27 Aug	$3,900	Register
27 Sep - 01 Oct	$3,900	Register
25 Oct - 29 Oct	$3,900	Register
22 Nov - 26 Nov	$3,900	Register
20 Dec - 24 Dec	$3,900	Register

Mombasa
25 Jan - 29 Jan	KES 115,000 \| $1,500	Register
22 Feb - 26 Feb	KES 115,000 \| $1,500	Register
15 Mar - 19 Mar	KES 115,000 \| $1,500	Register
26 Apr - 30 Apr	KES 115,000 \| $1,500	Register
24 May - 28 May	KES 115,000 \| $1,500	Register
28 Jun - 02 Jul	KES 115,000 \| $1,500	Register
26 Jul - 30 Jul	KES 115,000 \| $1,500	Register
23 Aug - 27 Aug	KES 115,000 \| $1,500	Register
27 Sep - 01 Oct	KES 115,000 \| $1,500	Register
25 Oct - 29 Oct	KES 115,000 \| $1,500	Register
22 Nov - 26 Nov	KES 115,000 \| $1,500	Register
20 Dec - 24 Dec	KES 115,000 \| $1,500	Register

Nairobi
25 Jan - 29 Jan	KES 99,000 \| $1,500	Register
22 Feb - 26 Feb	KES 99,000 \| $1,500	Register
15 Mar - 19 Mar	KES 99,000 \| $1,500	Register
26 Apr - 30 Apr	KES 99,000 \| $1,500	Register
24 May - 28 May	KES 99,000 \| $1,500	Register
28 Jun - 02 Jul	KES 99,000 \| $1,500	Register
26 Jul - 30 Jul	KES 99,000 \| $1,500	Register
23 Aug - 27 Aug	KES 99,000 \| $1,500	Register
27 Sep - 01 Oct	KES 99,000 \| $1,500	Register
25 Oct - 29 Oct	KES 99,000 \| $1,500	Register
22 Nov - 26 Nov	KES 99,000 \| $1,500	Register
20 Dec - 24 Dec	KES 99,000 \| $1,500	Register

Nakuru
25 Jan - 29 Jan	KES 110,000 \| $1,500	Register
22 Feb - 26 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
26 Apr - 30 Apr	KES 110,000 \| $1,500	Register
24 May - 28 May	KES 110,000 \| $1,500	Register
28 Jun - 02 Jul	KES 110,000 \| $1,500	Register
26 Jul - 30 Jul	KES 110,000 \| $1,500	Register
23 Aug - 27 Aug	KES 110,000 \| $1,500	Register
27 Sep - 01 Oct	KES 110,000 \| $1,500	Register
25 Oct - 29 Oct	KES 110,000 \| $1,500	Register
22 Nov - 26 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Machakos
25 Jan - 29 Jan	KES 110,000 \| $1,500	Register
22 Feb - 26 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
26 Apr - 30 Apr	KES 110,000 \| $1,500	Register
24 May - 28 May	KES 110,000 \| $1,500	Register
28 Jun - 02 Jul	KES 110,000 \| $1,500	Register
26 Jul - 30 Jul	KES 110,000 \| $1,500	Register
23 Aug - 27 Aug	KES 110,000 \| $1,500	Register
27 Sep - 01 Oct	KES 110,000 \| $1,500	Register
25 Oct - 29 Oct	KES 110,000 \| $1,500	Register
22 Nov - 26 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Naivasha
25 Jan - 29 Jan	KES 110,000 \| $1,500	Register
22 Feb - 26 Feb	KES 110,000 \| $1,500	Register
15 Mar - 19 Mar	KES 110,000 \| $1,500	Register
26 Apr - 30 Apr	KES 110,000 \| $1,500	Register
24 May - 28 May	KES 110,000 \| $1,500	Register
28 Jun - 02 Jul	KES 110,000 \| $1,500	Register
26 Jul - 30 Jul	KES 110,000 \| $1,500	Register
23 Aug - 27 Aug	KES 110,000 \| $1,500	Register
27 Sep - 01 Oct	KES 110,000 \| $1,500	Register
25 Oct - 29 Oct	KES 110,000 \| $1,500	Register
22 Nov - 26 Nov	KES 110,000 \| $1,500	Register
20 Dec - 24 Dec	KES 110,000 \| $1,500	Register

Kampala
25 Jan - 29 Jan	$1,800	Register
22 Feb - 26 Feb	$1,800	Register
15 Mar - 19 Mar	$1,800	Register
26 Apr - 30 Apr	$1,800	Register
24 May - 28 May	$1,800	Register
28 Jun - 02 Jul	$1,800	Register
26 Jul - 30 Jul	$1,800	Register
23 Aug - 27 Aug	$1,800	Register
27 Sep - 01 Oct	$1,800	Register
25 Oct - 29 Oct	$1,800	Register
22 Nov - 26 Nov	$1,800	Register
20 Dec - 24 Dec	$1,800	Register

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Handling Difficult Conversations with Customers Training Course

Course Overview

Course Modules

Course Administration

Methodology

Accreditation

Training Venue

Accommodation & Airport Transfer

Tailor-Made

Payment

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Handling Difficult Conversations with Customers Training Course

Course Overview

Course Modules

Course Administration

Methodology

Accreditation

Training Venue

Accommodation & Airport Transfer

Tailor-Made

Payment

Related Courses

Service Leadership Communication Skills Training Course

Cross-Cultural Communication in Service Training Course

Omnichannel Service Strategies Training Course

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