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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 Masterclass
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into sales forecasting, upselling and cross selling and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with pipeline management, telephone and contact centre skills and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Review pipeline management and say plainly whether it is working, measured against recognised service design practice
- Take ownership of telephone and contact centre skills rather than escalating it
- Make a decision about voice of the customer programmes without waiting for a specialist
- Explain negotiation in sales to someone who does not do the work
What the course covers
- Sales forecasting
- Upselling and cross selling
- Pipeline management
- Telephone and contact centre skills
- Voice of the customer programmes
- Negotiation in sales
- Key account management
Who should attend
- contact centre team leaders
- sales managers
- sales representatives
- customer service managers
- branch managers
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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
| 18 to 22 Jan 2027 | Johannesburg | R18 000 |
| 22 to 26 Feb 2027 | Online | USD 900 |
| 29 Mar to 2 Apr 2027 | Cape Town | R18 000 |
| 10 to 14 May 2027 | Pretoria | R18 000 |
| 14 to 18 Jun 2027 | Durban | R18 000 |
| 19 to 23 Jul 2027 | Dar es Salaam | USD 1 800 |
| 30 Aug to 3 Sep 2027 | Online | USD 900 |
| 11 to 15 Oct 2027 | Online | USD 900 |
| 22 to 26 Nov 2027 | Dar es Salaam | USD 1 800 |
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)