Advanced Channel and Distributor Management

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into complaint handling, objection handling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with needs analysis, telephone and contact centre skills and key account management in their own organisation.

What delegates leave able to do

Bring needs analysis into line with current good practice, measured against the Consumer Protection Act
Spot where telephone and contact centre skills is failing before it becomes a finding
Explain key account management to someone who does not do the work
Improve upselling and cross selling within their own organisation

What the course covers

Complaint handling
Objection handling
Needs analysis
Telephone and contact centre skills
Key account management
Upselling and cross selling
Voice of the customer programmes

Who should attend

key account managers
client relationship managers
service desk staff
customer service managers
contact centre team leaders

Fees

South Africa	R18 000
Elsewhere in Africa and the Gulf	USD 1 800
Live online	USD 900

Per delegate, for the full 5 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.

Scheduled dates

19 to 23 Oct 2026	Accra	USD 1 800
30 Nov to 4 Dec 2026	Johannesburg	R18 000
1 to 5 Feb 2027	Online	USD 900
22 to 26 Mar 2027	Pretoria	R18 000
26 to 30 Apr 2027	Johannesburg	R18 000
14 to 18 Jun 2027	Nairobi	USD 1 800
19 to 23 Jul 2027	Johannesburg	R18 000
16 to 20 Aug 2027	Online	USD 900
27 Sep to 1 Oct 2027	Cairo	USD 1 800
1 to 5 Nov 2027	Johannesburg	R18 000

Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.

How to book

Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.

Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)