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069 221 6943

ISP TrainingsInnovative Special Projects

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Client Relationship 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 needs analysis and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with voice of the customer programmes, objection handling and customer retention in their own organisation.

What delegates leave able to do

  • Bring voice of the customer programmes into line with current good practice, measured against the Consumer Protection Act
  • Explain objection handling to someone who does not do the work
  • Take ownership of customer retention rather than escalating it
  • Make a decision about key account management without waiting for a specialist

What the course covers

  • Needs analysis
  • Complaint handling
  • Voice of the customer programmes
  • Objection handling
  • Customer retention
  • Key account management
  • Pipeline management

Who should attend

  • sales managers
  • sales representatives
  • branch managers
  • service desk staff
  • client relationship managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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

2 to 4 Nov 2026AccraUSD 1 500
30 Nov to 2 Dec 2026Dar es SalaamUSD 1 500
18 to 20 Jan 2027OnlineUSD 900
22 to 24 Feb 2027OnlineUSD 900
12 to 14 Apr 2027CairoUSD 1 500
10 to 12 May 2027JohannesburgR13 000
7 to 9 Jun 2027Cape TownR13 000
19 to 21 Jul 2027OnlineUSD 900
6 to 8 Sep 2027DubaiUSD 1 500
4 to 6 Oct 2027GaboroneUSD 1 500
8 to 10 Nov 2027WindhoekUSD 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)