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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Sales Forecasting
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 service level design, customer retention 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 service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, needs analysis and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Take ownership of needs analysis rather than escalating it
- Improve telephone and contact centre skills within their own organisation
- Make a decision about service standards without waiting for a specialist
What the course covers
- Service level design
- Customer retention
- Complaint handling
- Needs analysis
- Telephone and contact centre skills
- Service standards
- Service recovery
Who should attend
- contact centre team leaders
- service desk staff
- key account managers
- branch 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
| 11 to 15 Jan 2027 | Port Louis | USD 1 800 |
| 8 to 12 Feb 2027 | Pretoria | R18 000 |
| 29 Mar to 2 Apr 2027 | Durban | R18 000 |
| 26 to 30 Apr 2027 | Accra | USD 1 800 |
| 31 May to 4 Jun 2027 | Cape Town | R18 000 |
| 5 to 9 Jul 2027 | Port Louis | USD 1 800 |
| 9 to 13 Aug 2027 | Online | USD 900 |
| 27 Sep to 1 Oct 2027 | Pretoria | R18 000 |
| 8 to 12 Nov 2027 | Gaborone | USD 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)