Complaint Handling in the Public Sector

Customer Experience and Sales|3 days|Classroom or live online

Complaint Handling in the Public Sector takes the discipline and works it through the constraints of this operating context, including consultative selling, pipeline management 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 key account management, difficult conversations and telephone and contact centre skills in their own organisation.

What delegates leave able to do

Take ownership of key account management rather than escalating it, measured against consultative selling methodology
Make a decision about difficult conversations without waiting for a specialist
Review telephone and contact centre skills and say plainly whether it is working
Spot where sales forecasting is failing before it becomes a finding

What the course covers

Consultative selling
Pipeline management
Key account management
Difficult conversations
Telephone and contact centre skills
Sales forecasting
Customer journey mapping

Who should attend

client relationship managers
contact centre team leaders
branch managers
key account 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

9 to 11 Nov 2026	Johannesburg	R13 000
11 to 13 Jan 2027	Accra	USD 1 500
1 to 3 Mar 2027	Pretoria	R13 000
29 to 31 Mar 2027	Online	USD 900
3 to 5 May 2027	Port Louis	USD 1 500
7 to 9 Jun 2027	Johannesburg	R13 000
5 to 7 Jul 2027	Lagos	USD 1 500
16 to 18 Aug 2027	Pretoria	R13 000
27 to 29 Sep 2027	Pretoria	R13 000
8 to 10 Nov 2027	Windhoek	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)