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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Contact Centre Management for Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Contact Centre Management for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service recovery, voice of the customer programmes and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with upselling and cross selling, key account management and difficult conversations in their own organisation.
What delegates leave able to do
- Take ownership of upselling and cross selling rather than escalating it, measured against recognised service design practice
- Spot where key account management is failing before it becomes a finding
- Explain difficult conversations to someone who does not do the work
- Review complaint handling and say plainly whether it is working
What the course covers
- Service recovery
- Voice of the customer programmes
- Upselling and cross selling
- Key account management
- Difficult conversations
- Complaint handling
- Service level design
Who should attend
- key account managers
- service desk staff
- branch managers
- client relationship 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
| 16 to 18 Nov 2026 | Windhoek | USD 1 500 |
| 18 to 20 Jan 2027 | Pretoria | R13 000 |
| 15 to 17 Feb 2027 | Harare | USD 1 500 |
| 22 to 24 Mar 2027 | Windhoek | USD 1 500 |
| 19 to 21 Apr 2027 | Windhoek | USD 1 500 |
| 24 to 26 May 2027 | Johannesburg | R13 000 |
| 28 to 30 Jun 2027 | Johannesburg | R13 000 |
| 2 to 4 Aug 2027 | Pretoria | R13 000 |
| 30 Aug to 1 Sep 2027 | Pretoria | R13 000 |
| 18 to 20 Oct 2027 | Accra | USD 1 500 |
| 15 to 17 Nov 2027 | Durban | 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)