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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
Customer Experience and Sales|3 days|Classroom or live online
This Customer Retention programme gives delegates a working command of upselling and cross selling and telephone and contact centre skills, grounded in consultative selling methodology. Organisations invest here because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, complaint handling and service standards in their own organisation.
What delegates leave able to do
- Improve key account management within their own organisation, measured against consultative selling methodology
- Make a decision about complaint handling without waiting for a specialist
- Take ownership of service standards rather than escalating it
- Explain service recovery to someone who does not do the work
What the course covers
- Upselling and cross selling
- Telephone and contact centre skills
- Key account management
- Complaint handling
- Service standards
- Service recovery
- Customer retention
Who should attend
- contact centre team leaders
- sales representatives
- sales 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
| 16 to 18 Nov 2026 | Lagos | USD 1 500 |
| 25 to 27 Jan 2027 | Lagos | USD 1 500 |
| 8 to 10 Mar 2027 | Nairobi | USD 1 500 |
| 26 to 28 Apr 2027 | Gaborone | USD 1 500 |
| 31 May to 2 Jun 2027 | Kampala | USD 1 500 |
| 12 to 14 Jul 2027 | Online | USD 900 |
| 9 to 11 Aug 2027 | Nairobi | USD 1 500 |
| 20 to 22 Sep 2027 | Durban | R13 000 |
| 8 to 10 Nov 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)