Artificial Intelligence in Difficult Customer Conversations

Customer Experience and Sales|3 days|Classroom or live online

This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service recovery and upselling and cross selling as they stand today and where they are heading. The shift is worth understanding because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with complaint handling, customer retention and customer journey mapping in their own organisation.

What delegates leave able to do

Improve complaint handling within their own organisation, measured against recognised service design practice
Make a decision about customer retention without waiting for a specialist
Bring customer journey mapping into line with current good practice
Spot where needs analysis is failing before it becomes a finding

What the course covers

Service recovery
Upselling and cross selling
Complaint handling
Customer retention
Customer journey mapping
Needs analysis
Telephone and contact centre skills

Who should attend

client relationship managers
branch managers
sales representatives
customer service managers

Fees

South Africa	R13 000
Elsewhere in Africa and the Gulf	USD 1 500
Live online	USD 900

Per delegate, for the full 3 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

4 to 6 Jan 2027	Pretoria	R13 000
22 to 24 Feb 2027	Cape Town	R13 000
5 to 7 Apr 2027	Pretoria	R13 000
17 to 19 May 2027	Online	USD 900
21 to 23 Jun 2027	Pretoria	R13 000
2 to 4 Aug 2027	Johannesburg	R13 000
20 to 22 Sep 2027	Port Louis	USD 1 500
18 to 20 Oct 2027	Dar es Salaam	USD 1 500
22 to 24 Nov 2027	Port Louis	USD 1 500

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)