Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Channel and Distributor Management: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through proposal writing and complaint handling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with needs analysis, customer retention and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Spot where needs analysis is failing before it becomes a finding, measured against the Consumer Protection Act
- Explain customer retention to someone who does not do the work
- Bring telephone and contact centre skills into line with current good practice
- Make a decision about objection handling without waiting for a specialist
What the course covers
- Proposal writing
- Complaint handling
- Needs analysis
- Customer retention
- Telephone and contact centre skills
- Objection handling
- Service standards
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
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
| 30 Nov to 2 Dec 2026 | Dubai | USD 1 500 |
| 18 to 20 Jan 2027 | Nairobi | USD 1 500 |
| 22 to 24 Feb 2027 | Durban | R13 000 |
| 12 to 14 Apr 2027 | Nairobi | USD 1 500 |
| 24 to 26 May 2027 | Cape Town | R13 000 |
| 5 to 7 Jul 2027 | Johannesburg | R13 000 |
| 16 to 18 Aug 2027 | Lusaka | USD 1 500 |
| 27 to 29 Sep 2027 | Lusaka | USD 1 500 |
| 8 to 10 Nov 2027 | Johannesburg | R13 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)