Difficult Customer Conversations for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Difficult Customer Conversations for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through service standards and upselling and cross selling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with sales forecasting, consultative selling and needs analysis in their own organisation.

What delegates leave able to do

Explain sales forecasting to someone who does not do the work, measured against the Consumer Protection Act
Take ownership of consultative selling rather than escalating it
Make a decision about needs analysis without waiting for a specialist
Review customer retention and say plainly whether it is working

What the course covers

Service standards
Upselling and cross selling
Sales forecasting
Consultative selling
Needs analysis
Customer retention
Negotiation in sales

Who should attend

sales representatives
customer service managers
client relationship managers
contact centre team leaders

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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 17 Nov 2026	Cape Town	R10 000
25 to 26 Jan 2027	Pretoria	R10 000
8 to 9 Mar 2027	Cape Town	R10 000
26 to 27 Apr 2027	Pretoria	R10 000
7 to 8 Jun 2027	Pretoria	R10 000
19 to 20 Jul 2027	Harare	USD 1 100
16 to 17 Aug 2027	Johannesburg	R10 000
20 to 21 Sep 2027	Gaborone	USD 1 100
25 to 26 Oct 2027	Johannesburg	R10 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)