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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Customer Retention for Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Customer Retention for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including customer journey mapping, upselling and cross selling 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 service standards, telephone and contact centre skills and needs analysis in their own organisation.
What delegates leave able to do
- Take ownership of service standards rather than escalating it, measured against recognised service design practice
- Review telephone and contact centre skills and say plainly whether it is working
- Put needs analysis on a footing they can defend to a reviewer
- Spot where difficult conversations is failing before it becomes a finding
What the course covers
- Customer journey mapping
- Upselling and cross selling
- Service standards
- Telephone and contact centre skills
- Needs analysis
- Difficult conversations
- Objection handling
Who should attend
- client relationship managers
- sales managers
- customer service managers
- 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
| 2 to 4 Nov 2026 | Port Louis | USD 1 500 |
| 25 to 27 Jan 2027 | Harare | USD 1 500 |
| 1 to 3 Mar 2027 | Dar es Salaam | USD 1 500 |
| 5 to 7 Apr 2027 | Pretoria | R13 000 |
| 17 to 19 May 2027 | Johannesburg | R13 000 |
| 5 to 7 Jul 2027 | Online | USD 900 |
| 9 to 11 Aug 2027 | Durban | R13 000 |
| 13 to 15 Sep 2027 | Pretoria | R13 000 |
| 25 to 27 Oct 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)