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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 Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Complaint Handling for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including voice of the customer programmes, difficult conversations and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with telephone and contact centre skills, negotiation in sales and pipeline management in their own organisation.
What delegates leave able to do
- Review telephone and contact centre skills and say plainly whether it is working, measured against the Consumer Protection Act
- Bring negotiation in sales into line with current good practice
- Put pipeline management on a footing they can defend to a reviewer
- Spot where service recovery is failing before it becomes a finding
What the course covers
- Voice of the customer programmes
- Difficult conversations
- Telephone and contact centre skills
- Negotiation in sales
- Pipeline management
- Service recovery
- Proposal writing
Who should attend
- contact centre team leaders
- sales representatives
- client relationship managers
- 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
| 19 to 21 Oct 2026 | Johannesburg | R13 000 |
| 23 to 25 Nov 2026 | Johannesburg | R13 000 |
| 25 to 27 Jan 2027 | Johannesburg | R13 000 |
| 15 to 17 Mar 2027 | Port Louis | USD 1 500 |
| 12 to 14 Apr 2027 | Dubai | USD 1 500 |
| 24 to 26 May 2027 | Harare | USD 1 500 |
| 5 to 7 Jul 2027 | Lagos | USD 1 500 |
| 16 to 18 Aug 2027 | Dubai | USD 1 500 |
| 27 to 29 Sep 2027 | Pretoria | R13 000 |
| 8 to 10 Nov 2027 | Dar es Salaam | 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)