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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Client Relationship 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 complaint handling and objection 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 negotiation in sales, voice of the customer programmes and upselling and cross selling in their own organisation.
What delegates leave able to do
- Take ownership of negotiation in sales rather than escalating it, measured against consultative selling methodology
- Bring voice of the customer programmes into line with current good practice
- Spot where upselling and cross selling is failing before it becomes a finding
- Explain customer journey mapping to someone who does not do the work
What the course covers
- Complaint handling
- Objection handling
- Negotiation in sales
- Voice of the customer programmes
- Upselling and cross selling
- Customer journey mapping
- Service level design
Who should attend
- sales representatives
- customer service managers
- sales 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
| 25 to 27 Jan 2027 | Dar es Salaam | USD 1 500 |
| 1 to 3 Mar 2027 | Pretoria | R13 000 |
| 5 to 7 Apr 2027 | Online | USD 900 |
| 17 to 19 May 2027 | Port Louis | USD 1 500 |
| 21 to 23 Jun 2027 | Accra | USD 1 500 |
| 26 to 28 Jul 2027 | Cape Town | R13 000 |
| 23 to 25 Aug 2027 | Johannesburg | R13 000 |
| 27 to 29 Sep 2027 | Dubai | USD 1 500 |
| 1 to 3 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)