Channel and Distributor Management 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 consultative selling and voice of the customer programmes 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 customer retention, difficult conversations and telephone and contact centre skills in their own organisation.

What delegates leave able to do

Improve customer retention within their own organisation, measured against recognised service design practice
Explain difficult conversations to someone who does not do the work
Spot where telephone and contact centre skills is failing before it becomes a finding
Put objection handling on a footing they can defend to a reviewer

What the course covers

Consultative selling
Voice of the customer programmes
Customer retention
Difficult conversations
Telephone and contact centre skills
Objection handling
Service standards

Who should attend

service desk staff
client relationship managers
key account managers
sales managers
sales representatives

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

16 to 18 Nov 2026	Pretoria	R13 000
18 to 20 Jan 2027	Accra	USD 1 500
22 to 24 Feb 2027	Online	USD 900
29 to 31 Mar 2027	Cape Town	R13 000
26 to 28 Apr 2027	Durban	R13 000
14 to 16 Jun 2027	Dar es Salaam	USD 1 500
19 to 21 Jul 2027	Dubai	USD 1 500
30 Aug to 1 Sep 2027	Johannesburg	R13 000
27 to 29 Sep 2027	Nairobi	USD 1 500
1 to 3 Nov 2027	Kampala	USD 1 500
29 Nov to 1 Dec 2027	Dubai	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)