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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Difficult Customer Conversations 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 service level design and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer journey mapping, objection handling and key account management in their own organisation.
What delegates leave able to do
- Bring customer journey mapping into line with current good practice, measured against recognised service design practice
- Spot where objection handling is failing before it becomes a finding
- Review key account management and say plainly whether it is working
- Explain complaint handling to someone who does not do the work
What the course covers
- Service level design
- Telephone and contact centre skills
- Customer journey mapping
- Objection handling
- Key account management
- Complaint handling
- Proposal writing
Who should attend
- sales managers
- sales representatives
- contact centre team leaders
- key account 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 | Lagos | USD 1 500 |
| 15 to 17 Feb 2027 | Pretoria | R13 000 |
| 15 to 17 Mar 2027 | Online | USD 900 |
| 12 to 14 Apr 2027 | Dar es Salaam | USD 1 500 |
| 24 to 26 May 2027 | Johannesburg | R13 000 |
| 28 to 30 Jun 2027 | Nairobi | USD 1 500 |
| 2 to 4 Aug 2027 | Pretoria | R13 000 |
| 13 to 15 Sep 2027 | Cape Town | R13 000 |
| 18 to 20 Oct 2027 | Durban | 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)