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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Complaint Handling 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 upselling and cross selling and objection handling from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with complaint handling, pipeline management and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about complaint handling without waiting for a specialist, measured against consultative selling methodology
- Put pipeline management on a footing they can defend to a reviewer
- Take ownership of service recovery rather than escalating it
- Bring needs analysis into line with current good practice
What the course covers
- Upselling and cross selling
- Objection handling
- Complaint handling
- Pipeline management
- Service recovery
- Needs analysis
- Difficult conversations
Who should attend
- customer service managers
- client relationship managers
- sales managers
- contact centre team leaders
- service desk staff
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
| 2 to 4 Nov 2026 | Pretoria | R13 000 |
| 30 Nov to 2 Dec 2026 | Durban | R13 000 |
| 8 to 10 Feb 2027 | Johannesburg | R13 000 |
| 22 to 24 Mar 2027 | Lagos | USD 1 500 |
| 26 to 28 Apr 2027 | Pretoria | R13 000 |
| 31 May to 2 Jun 2027 | Cape Town | R13 000 |
| 12 to 14 Jul 2027 | Online | USD 900 |
| 23 to 25 Aug 2027 | Dar es Salaam | USD 1 500 |
| 20 to 22 Sep 2027 | Dubai | USD 1 500 |
| 1 to 3 Nov 2027 | Dubai | USD 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)