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069 221 6943

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Advanced Client Relationship 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 customer journey mapping, difficult conversations and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with needs analysis, upselling and cross selling and service standards in their own organisation.

What delegates leave able to do

  • Explain needs analysis to someone who does not do the work, measured against consultative selling methodology
  • Review upselling and cross selling and say plainly whether it is working
  • Spot where service standards is failing before it becomes a finding
  • Bring complaint handling into line with current good practice

What the course covers

  • Customer journey mapping
  • Difficult conversations
  • Needs analysis
  • Upselling and cross selling
  • Service standards
  • Complaint handling
  • Voice of the customer programmes

Who should attend

  • sales representatives
  • sales managers
  • key account managers
  • client relationship managers
  • customer service managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 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

9 to 13 Nov 2026OnlineUSD 900
8 to 12 Feb 2027OnlineUSD 900
15 to 19 Mar 2027GaboroneUSD 1 800
26 to 30 Apr 2027GaboroneUSD 1 800
14 to 18 Jun 2027Port LouisUSD 1 800
12 to 16 Jul 2027JohannesburgR18 000
9 to 13 Aug 2027DurbanR18 000
27 Sep to 1 Oct 2027KigaliUSD 1 800
1 to 5 Nov 2027KampalaUSD 1 800

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)