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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: 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 complaint handling and needs analysis on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with key account management, upselling and cross selling and service recovery in their own organisation.
What delegates leave able to do
- Review key account management and say plainly whether it is working, measured against recognised service design practice
- Spot where upselling and cross selling is failing before it becomes a finding
- Explain service recovery to someone who does not do the work
- Put customer retention on a footing they can defend to a reviewer
What the course covers
- Complaint handling
- Needs analysis
- Key account management
- Upselling and cross selling
- Service recovery
- Customer retention
- Proposal writing
Who should attend
- contact centre team leaders
- key account managers
- branch 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 | Nairobi | USD 1 500 |
| 1 to 3 Feb 2027 | Windhoek | USD 1 500 |
| 15 to 17 Mar 2027 | Cairo | USD 1 500 |
| 26 to 28 Apr 2027 | Pretoria | R13 000 |
| 14 to 16 Jun 2027 | Pretoria | R13 000 |
| 19 to 21 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Dar es Salaam | USD 1 500 |
| 27 to 29 Sep 2027 | Nairobi | USD 1 500 |
| 1 to 3 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)