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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 in the Public Sector
Customer Experience and Sales|3 days|Classroom or live online
Contact Centre Management in the Public Sector takes the discipline and works it through the constraints of this operating context, including customer retention, objection handling and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with difficult conversations, voice of the customer programmes and service recovery in their own organisation.
What delegates leave able to do
- Review difficult conversations and say plainly whether it is working, measured against recognised service design practice
- Take ownership of voice of the customer programmes rather than escalating it
- Put service recovery on a footing they can defend to a reviewer
- Explain key account management to someone who does not do the work
What the course covers
- Customer retention
- Objection handling
- Difficult conversations
- Voice of the customer programmes
- Service recovery
- Key account management
- Customer journey mapping
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
- 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
| 26 to 28 Oct 2026 | Johannesburg | R13 000 |
| 30 Nov to 2 Dec 2026 | Pretoria | R13 000 |
| 18 to 20 Jan 2027 | Cape Town | R13 000 |
| 1 to 3 Mar 2027 | Dubai | USD 1 500 |
| 5 to 7 Apr 2027 | Johannesburg | R13 000 |
| 3 to 5 May 2027 | Kigali | USD 1 500 |
| 7 to 9 Jun 2027 | Johannesburg | R13 000 |
| 19 to 21 Jul 2027 | Cape Town | R13 000 |
| 23 to 25 Aug 2027 | Durban | R13 000 |
| 4 to 6 Oct 2027 | Lusaka | USD 1 500 |
| 1 to 3 Nov 2027 | Cairo | USD 1 500 |
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)