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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Customer Retention Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service level design and objection handling and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with consultative selling, key account management and service standards in their own organisation.
What delegates leave able to do
- Take ownership of consultative selling rather than escalating it, measured against the Consumer Protection Act
- Put key account management on a footing they can defend to a reviewer
- Make a decision about service standards without waiting for a specialist
- Review customer journey mapping and say plainly whether it is working
What the course covers
- Service level design
- Objection handling
- Consultative selling
- Key account management
- Service standards
- Customer journey mapping
- Telephone and contact centre skills
Who should attend
- sales representatives
- service desk staff
- customer service 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
| 23 to 25 Nov 2026 | Johannesburg | R13 000 |
| 1 to 3 Feb 2027 | Online | USD 900 |
| 1 to 3 Mar 2027 | Cape Town | R13 000 |
| 12 to 14 Apr 2027 | Online | USD 900 |
| 10 to 12 May 2027 | Online | USD 900 |
| 21 to 23 Jun 2027 | Accra | USD 1 500 |
| 26 to 28 Jul 2027 | Johannesburg | R13 000 |
| 6 to 8 Sep 2027 | Online | USD 900 |
| 11 to 13 Oct 2027 | Johannesburg | R13 000 |
| 22 to 24 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)