Skip to content

Training across Africa, the Middle East and live online

069 221 6943

ISP TrainingsInnovative Special Projects

Arrow keys to moveEnter to openEsc to close

Print this page or save it as a PDF to circulate internally.

Back to the course
Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Contact Centre Management Auditing and Assurance

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

This programme is written from the assurance side. Delegates learn to test whether voice of the customer programmes and service standards are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with pipeline management, complaint handling and customer retention in their own organisation.

What delegates leave able to do

  • Spot where pipeline management is failing before it becomes a finding, measured against recognised service design practice
  • Take ownership of complaint handling rather than escalating it
  • Bring customer retention into line with current good practice
  • Improve key account management within their own organisation

What the course covers

  • Voice of the customer programmes
  • Service standards
  • Pipeline management
  • Complaint handling
  • Customer retention
  • Key account management
  • Service level design

Who should attend

  • service desk staff
  • sales representatives
  • sales managers
  • key account managers
  • client relationship managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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 2026DubaiUSD 1 500
30 Nov to 2 Dec 2026Cape TownR13 000
18 to 20 Jan 2027OnlineUSD 900
1 to 3 Mar 2027OnlineUSD 900
29 to 31 Mar 2027LagosUSD 1 500
3 to 5 May 2027CairoUSD 1 500
14 to 16 Jun 2027GaboroneUSD 1 500
2 to 4 Aug 2027OnlineUSD 900
13 to 15 Sep 2027NairobiUSD 1 500
25 to 27 Oct 2027OnlineUSD 900
22 to 24 Nov 2027JohannesburgR13 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)