Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Difficult Customer Conversations
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, service recovery and the judgement calls that sit outside recognised service design practice. 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 service level design, telephone and contact centre skills and service standards in their own organisation.
What delegates leave able to do
- Spot where service level design is failing before it becomes a finding, measured against recognised service design practice
- Make a decision about telephone and contact centre skills without waiting for a specialist
- Put service standards on a footing they can defend to a reviewer
- Improve proposal writing within their own organisation
What the course covers
- Needs analysis
- Service recovery
- Service level design
- Telephone and contact centre skills
- Service standards
- Proposal writing
- Consultative selling
Who should attend
- service desk staff
- contact centre team leaders
- branch managers
- key account managers
- sales representatives
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 |
| 25 to 29 Jan 2027 | Cairo | USD 1 800 |
| 22 to 26 Feb 2027 | Durban | R18 000 |
| 5 to 9 Apr 2027 | Durban | R18 000 |
| 3 to 7 May 2027 | Gaborone | USD 1 800 |
| 21 to 25 Jun 2027 | Online | USD 900 |
| 26 to 30 Jul 2027 | Kampala | USD 1 800 |
| 23 to 27 Aug 2027 | Kampala | USD 1 800 |
| 27 Sep to 1 Oct 2027 | Cape Town | R18 000 |
| 15 to 19 Nov 2027 | Durban | 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)