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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: 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 service standards and proposal writing on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with telephone and contact centre skills, customer journey mapping and complaint handling in their own organisation.
What delegates leave able to do
- Put telephone and contact centre skills on a footing they can defend to a reviewer, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Take ownership of complaint handling rather than escalating it
- Spot where objection handling is failing before it becomes a finding
What the course covers
- Service standards
- Proposal writing
- Telephone and contact centre skills
- Customer journey mapping
- Complaint handling
- Objection handling
- Needs analysis
Who should attend
- customer service managers
- branch managers
- service desk staff
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
| 11 to 13 Jan 2027 | Kampala | USD 1 500 |
| 15 to 17 Feb 2027 | Johannesburg | R13 000 |
| 5 to 7 Apr 2027 | Nairobi | USD 1 500 |
| 3 to 5 May 2027 | Johannesburg | R13 000 |
| 31 May to 2 Jun 2027 | Windhoek | USD 1 500 |
| 19 to 21 Jul 2027 | Online | USD 900 |
| 30 Aug to 1 Sep 2027 | Pretoria | R13 000 |
| 11 to 13 Oct 2027 | Nairobi | USD 1 500 |
| 15 to 17 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)