Difficult Customer Conversations Auditing and Assurance

Customer Experience and Sales|3 days|Classroom or live online

This programme is written from the assurance side. Delegates learn to test whether proposal writing and objection handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with difficult conversations, telephone and contact centre skills and upselling and cross selling in their own organisation.

What delegates leave able to do

Review difficult conversations and say plainly whether it is working, measured against recognised service design practice
Improve telephone and contact centre skills within their own organisation
Spot where upselling and cross selling is failing before it becomes a finding
Make a decision about service level design without waiting for a specialist

What the course covers

Proposal writing
Objection handling
Difficult conversations
Telephone and contact centre skills
Upselling and cross selling
Service level design
Customer retention

Who should attend

sales managers
client relationship managers
service desk staff
key account managers
customer service 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

12 to 14 Oct 2026	Durban	R13 000
16 to 18 Nov 2026	Johannesburg	R13 000
25 to 27 Jan 2027	Kigali	USD 1 500
22 to 24 Feb 2027	Online	USD 900
29 to 31 Mar 2027	Dubai	USD 1 500
3 to 5 May 2027	Online	USD 900
14 to 16 Jun 2027	Lusaka	USD 1 500
19 to 21 Jul 2027	Pretoria	R13 000
30 Aug to 1 Sep 2027	Johannesburg	R13 000
18 to 20 Oct 2027	Kampala	USD 1 500
29 Nov to 1 Dec 2027	Johannesburg	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)