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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Customer Retention
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 needs analysis, proposal writing 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 telephone and contact centre skills, customer retention and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about telephone and contact centre skills without waiting for a specialist, measured against the Consumer Protection Act
- Put customer retention on a footing they can defend to a reviewer
- Bring customer journey mapping into line with current good practice
- Improve service level design within their own organisation
What the course covers
- Needs analysis
- Proposal writing
- Telephone and contact centre skills
- Customer retention
- Customer journey mapping
- Service level design
- Key account management
Who should attend
- contact centre team leaders
- customer service managers
- sales representatives
- branch managers
- service desk staff
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
| 16 to 20 Nov 2026 | Johannesburg | R18 000 |
| 4 to 8 Jan 2027 | Pretoria | R18 000 |
| 15 to 19 Feb 2027 | Durban | R18 000 |
| 15 to 19 Mar 2027 | Cairo | USD 1 800 |
| 26 to 30 Apr 2027 | Gaborone | USD 1 800 |
| 24 to 28 May 2027 | Johannesburg | R18 000 |
| 28 Jun to 2 Jul 2027 | Accra | USD 1 800 |
| 16 to 20 Aug 2027 | Pretoria | R18 000 |
| 27 Sep to 1 Oct 2027 | Johannesburg | R18 000 |
| 8 to 12 Nov 2027 | Pretoria | 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)