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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: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and difficult conversations on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with needs analysis, objection handling and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Put needs analysis on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Make a decision about objection handling without waiting for a specialist
- Take ownership of voice of the customer programmes rather than escalating it
- Improve service level design within their own organisation
What the course covers
- Telephone and contact centre skills
- Difficult conversations
- Needs analysis
- Objection handling
- Voice of the customer programmes
- Service level design
- Sales forecasting
Who should attend
- key account managers
- branch managers
- contact centre team leaders
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 | Cape Town | R13 000 |
| 18 to 20 Jan 2027 | Nairobi | USD 1 500 |
| 15 to 17 Feb 2027 | Pretoria | R13 000 |
| 5 to 7 Apr 2027 | Dubai | USD 1 500 |
| 17 to 19 May 2027 | Harare | USD 1 500 |
| 21 to 23 Jun 2027 | Online | USD 900 |
| 26 to 28 Jul 2027 | Kigali | USD 1 500 |
| 23 to 25 Aug 2027 | Cape Town | R13 000 |
| 20 to 22 Sep 2027 | Durban | R13 000 |
| 8 to 10 Nov 2027 | Pretoria | 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)