Channel and Distributor Management for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Channel and Distributor Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer retention and negotiation in sales without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with needs analysis, objection handling and service recovery in their own organisation.

What delegates leave able to do

Make a decision about needs analysis without waiting for a specialist, measured against the Consumer Protection Act
Improve objection handling within their own organisation
Spot where service recovery is failing before it becomes a finding
Put complaint handling on a footing they can defend to a reviewer

What the course covers

Customer retention
Negotiation in sales
Needs analysis
Objection handling
Service recovery
Complaint handling
Proposal writing

Who should attend

client relationship managers
contact centre team leaders
key account managers
customer service managers

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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 20 Oct 2026	Harare	USD 1 100
23 to 24 Nov 2026	Johannesburg	R10 000
1 to 2 Feb 2027	Lagos	USD 1 100
15 to 16 Mar 2027	Johannesburg	R10 000
19 to 20 Apr 2027	Nairobi	USD 1 100
17 to 18 May 2027	Lagos	USD 1 100
21 to 22 Jun 2027	Harare	USD 1 100
19 to 20 Jul 2027	Lusaka	USD 1 100
6 to 7 Sep 2027	Johannesburg	R10 000
25 to 26 Oct 2027	Johannesburg	R10 000
29 to 30 Nov 2027	Johannesburg	R10 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)