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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Customer Service Excellence for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with sales forecasting, key account management and consultative selling in their own organisation.
What delegates leave able to do
- Spot where sales forecasting is failing before it becomes a finding, measured against the Consumer Protection Act
- Take ownership of key account management rather than escalating it
- Explain consultative selling to someone who does not do the work
- Improve proposal writing within their own organisation
What the course covers
- Upselling and cross selling
- Telephone and contact centre skills
- Sales forecasting
- Key account management
- Consultative selling
- Proposal writing
- Pipeline management
Who should attend
- sales managers
- customer service managers
- key account 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
| 16 to 18 Nov 2026 | Dar es Salaam | USD 1 500 |
| 1 to 3 Feb 2027 | Johannesburg | R13 000 |
| 22 to 24 Mar 2027 | Pretoria | R13 000 |
| 3 to 5 May 2027 | Online | USD 900 |
| 21 to 23 Jun 2027 | Windhoek | USD 1 500 |
| 9 to 11 Aug 2027 | Online | USD 900 |
| 20 to 22 Sep 2027 | Windhoek | USD 1 500 |
| 18 to 20 Oct 2027 | Johannesburg | R13 000 |
| 22 to 24 Nov 2027 | Lagos | USD 1 500 |
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)