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069 221 6943

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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 Masterclass

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into upselling and cross selling, sales forecasting and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with consultative selling, key account management and difficult conversations in their own organisation.

What delegates leave able to do

  • Improve consultative selling within their own organisation, measured against recognised service design practice
  • Make a decision about key account management without waiting for a specialist
  • Spot where difficult conversations is failing before it becomes a finding
  • Put customer retention on a footing they can defend to a reviewer

What the course covers

  • Upselling and cross selling
  • Sales forecasting
  • Consultative selling
  • Key account management
  • Difficult conversations
  • Customer retention
  • Service recovery

Who should attend

  • sales representatives
  • branch managers
  • sales managers
  • customer service managers
  • client relationship managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 900

Per delegate, for the full 5 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 23 Oct 2026JohannesburgR18 000
16 to 20 Nov 2026PretoriaR18 000
4 to 8 Jan 2027LagosUSD 1 800
1 to 5 Feb 2027OnlineUSD 900
15 to 19 Mar 2027Cape TownR18 000
19 to 23 Apr 2027DurbanR18 000
31 May to 4 Jun 2027JohannesburgR18 000
28 Jun to 2 Jul 2027OnlineUSD 900
2 to 6 Aug 2027Port LouisUSD 1 800
13 to 17 Sep 2027GaboroneUSD 1 800
11 to 15 Oct 2027KampalaUSD 1 800
8 to 12 Nov 2027PretoriaR18 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)