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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 Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Difficult Customer Conversations for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service recovery, difficult conversations and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, pipeline management and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against the Consumer Protection Act
- Put pipeline management on a footing they can defend to a reviewer
- Spot where proposal writing is failing before it becomes a finding
- Take ownership of telephone and contact centre skills rather than escalating it
What the course covers
- Service recovery
- Difficult conversations
- Service level design
- Pipeline management
- Proposal writing
- Telephone and contact centre skills
- Complaint handling
Who should attend
- client relationship managers
- sales representatives
- service desk staff
- key account 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
| 19 to 21 Oct 2026 | Johannesburg | R13 000 |
| 16 to 18 Nov 2026 | Online | USD 900 |
| 1 to 3 Feb 2027 | Pretoria | R13 000 |
| 15 to 17 Mar 2027 | Durban | R13 000 |
| 12 to 14 Apr 2027 | Durban | R13 000 |
| 24 to 26 May 2027 | Windhoek | USD 1 500 |
| 5 to 7 Jul 2027 | Cape Town | R13 000 |
| 16 to 18 Aug 2027 | Pretoria | R13 000 |
| 27 to 29 Sep 2027 | Dar es Salaam | USD 1 500 |
| 25 to 27 Oct 2027 | Durban | R13 000 |
| 22 to 24 Nov 2027 | Cape Town | 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)