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
Client Relationship Management for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers needs analysis and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service level design, complaint handling and negotiation in sales in their own organisation.
What delegates leave able to do
- Improve service level design within their own organisation, measured against recognised service design practice
- Put complaint handling on a footing they can defend to a reviewer
- Bring negotiation in sales into line with current good practice
- Make a decision about proposal writing without waiting for a specialist
What the course covers
- Needs analysis
- Telephone and contact centre skills
- Service level design
- Complaint handling
- Negotiation in sales
- Proposal writing
- Objection handling
Who should attend
- contact centre team leaders
- client relationship managers
- sales managers
- customer service managers
- branch 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
| 4 to 6 Jan 2027 | Pretoria | R13 000 |
| 8 to 10 Feb 2027 | Online | USD 900 |
| 29 to 31 Mar 2027 | Johannesburg | R13 000 |
| 3 to 5 May 2027 | Cairo | USD 1 500 |
| 7 to 9 Jun 2027 | Johannesburg | R13 000 |
| 26 to 28 Jul 2027 | Windhoek | USD 1 500 |
| 23 to 25 Aug 2027 | Gaborone | USD 1 500 |
| 11 to 13 Oct 2027 | Windhoek | USD 1 500 |
| 15 to 17 Nov 2027 | Online | USD 900 |
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)