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
Complaint Handling for Non-Specialists
Customer Experience and Sales|2 days|Classroom or live online
Complaint Handling for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through proposal writing and key account management without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with difficult conversations, service standards and negotiation in sales in their own organisation.
What delegates leave able to do
- Bring difficult conversations into line with current good practice, measured against recognised service design practice
- Put service standards on a footing they can defend to a reviewer
- Review negotiation in sales and say plainly whether it is working
- Spot where telephone and contact centre skills is failing before it becomes a finding
What the course covers
- Proposal writing
- Key account management
- Difficult conversations
- Service standards
- Negotiation in sales
- Telephone and contact centre skills
- Upselling and cross selling
Who should attend
- contact centre team leaders
- branch managers
- key account managers
- sales managers
Fees
| South Africa | R10 000 |
| Elsewhere in Africa and the Gulf | USD 1 100 |
| Live online | USD 900 |
Per delegate, for the full 2 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
| 16 to 17 Nov 2026 | Pretoria | R10 000 |
| 1 to 2 Feb 2027 | Pretoria | R10 000 |
| 1 to 2 Mar 2027 | Cape Town | R10 000 |
| 5 to 6 Apr 2027 | Cairo | USD 1 100 |
| 17 to 18 May 2027 | Pretoria | R10 000 |
| 28 to 29 Jun 2027 | Pretoria | R10 000 |
| 16 to 17 Aug 2027 | Johannesburg | R10 000 |
| 20 to 21 Sep 2027 | Online | USD 900 |
| 25 to 26 Oct 2027 | Pretoria | R10 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)