Customer Retention for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Customer Retention for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through difficult conversations and service recovery without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with voice of the customer programmes, negotiation in sales and objection handling in their own organisation.

What delegates leave able to do

Put voice of the customer programmes on a footing they can defend to a reviewer, measured against consultative selling methodology
Improve negotiation in sales within their own organisation
Review objection handling and say plainly whether it is working
Make a decision about service level design without waiting for a specialist

What the course covers

Difficult conversations
Service recovery
Voice of the customer programmes
Negotiation in sales
Objection handling
Service level design
Sales forecasting

Who should attend

customer service managers
sales representatives
branch managers
contact centre team leaders

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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 17 Nov 2026	Durban	R10 000
1 to 2 Feb 2027	Nairobi	USD 1 100
8 to 9 Mar 2027	Pretoria	R10 000
19 to 20 Apr 2027	Cape Town	R10 000
31 May to 1 Jun 2027	Cairo	USD 1 100
5 to 6 Jul 2027	Windhoek	USD 1 100
16 to 17 Aug 2027	Accra	USD 1 100
27 to 28 Sep 2027	Pretoria	R10 000
8 to 9 Nov 2027	Online	USD 900

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)