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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Complaint Handling Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through needs analysis and objection handling and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with telephone and contact centre skills, proposal writing and pipeline management in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against the Consumer Protection Act
- Make a decision about proposal writing without waiting for a specialist
- Review pipeline management and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Needs analysis
- Objection handling
- Telephone and contact centre skills
- Proposal writing
- Pipeline management
- Voice of the customer programmes
- Customer journey mapping
Who should attend
- sales representatives
- customer service managers
- service desk staff
- 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 | Port Louis | USD 1 500 |
| 11 to 13 Jan 2027 | Cape Town | R13 000 |
| 15 to 17 Feb 2027 | Pretoria | R13 000 |
| 29 to 31 Mar 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Cape Town | R13 000 |
| 14 to 16 Jun 2027 | Lusaka | USD 1 500 |
| 2 to 4 Aug 2027 | Kampala | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Port Louis | USD 1 500 |
| 4 to 6 Oct 2027 | Cape Town | R13 000 |
| 8 to 10 Nov 2027 | Johannesburg | R13 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)