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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 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 negotiation in sales, customer journey mapping and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with upselling and cross selling, key account management and service standards in their own organisation.
What delegates leave able to do
- Review upselling and cross selling and say plainly whether it is working, measured against the Consumer Protection Act
- Improve key account management within their own organisation
- Take ownership of service standards rather than escalating it
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Customer journey mapping
- Upselling and cross selling
- Key account management
- Service standards
- Proposal writing
- Service recovery
Who should attend
- contact centre team leaders
- key account managers
- customer service managers
- sales representatives
- sales managers
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 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
| 23 to 27 Nov 2026 | Pretoria | R18 000 |
| 4 to 8 Jan 2027 | Cape Town | R18 000 |
| 1 to 5 Feb 2027 | Kigali | USD 1 800 |
| 8 to 12 Mar 2027 | Lusaka | USD 1 800 |
| 12 to 16 Apr 2027 | Nairobi | USD 1 800 |
| 10 to 14 May 2027 | Windhoek | USD 1 800 |
| 21 to 25 Jun 2027 | Online | USD 900 |
| 19 to 23 Jul 2027 | Pretoria | R18 000 |
| 6 to 10 Sep 2027 | Johannesburg | R18 000 |
| 11 to 15 Oct 2027 | Lagos | USD 1 800 |
| 8 to 12 Nov 2027 | Cape Town | R18 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)