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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Business Development Auditing and Assurance
Customer Experience and Sales|3 days|Classroom or live online
This programme is written from the assurance side. Delegates learn to test whether objection handling and service standards are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, service level design and needs analysis in their own organisation.
What delegates leave able to do
- Make a decision about key account management without waiting for a specialist, measured against the Consumer Protection Act
- Review service level design and say plainly whether it is working
- Spot where needs analysis is failing before it becomes a finding
- Take ownership of customer retention rather than escalating it
What the course covers
- Objection handling
- Service standards
- Key account management
- Service level design
- Needs analysis
- Customer retention
- Pipeline management
Who should attend
- sales managers
- contact centre team leaders
- customer service managers
- service desk staff
- client relationship 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
| 19 to 21 Oct 2026 | Pretoria | R13 000 |
| 23 to 25 Nov 2026 | Cape Town | R13 000 |
| 18 to 20 Jan 2027 | Johannesburg | R13 000 |
| 1 to 3 Mar 2027 | Pretoria | R13 000 |
| 12 to 14 Apr 2027 | Johannesburg | R13 000 |
| 31 May to 2 Jun 2027 | Gaborone | USD 1 500 |
| 5 to 7 Jul 2027 | Pretoria | R13 000 |
| 16 to 18 Aug 2027 | Online | USD 900 |
| 27 to 29 Sep 2027 | Pretoria | R13 000 |
| 1 to 3 Nov 2027 | Johannesburg | R13 000 |
| 29 Nov to 1 Dec 2027 | Kampala | 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)