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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 in the Public Sector
Customer Experience and Sales|3 days|Classroom or live online
Difficult Customer Conversations in the Public Sector takes the discipline and works it through the constraints of this operating context, including customer retention, customer journey mapping and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service standards, telephone and contact centre skills and needs analysis in their own organisation.
What delegates leave able to do
- Review service standards and say plainly whether it is working, measured against recognised service design practice
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Improve needs analysis within their own organisation
- Explain difficult conversations to someone who does not do the work
What the course covers
- Customer retention
- Customer journey mapping
- Service standards
- Telephone and contact centre skills
- Needs analysis
- Difficult conversations
- Service recovery
Who should attend
- key account managers
- client relationship managers
- contact centre team leaders
- sales 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
| 16 to 18 Nov 2026 | Harare | USD 1 500 |
| 15 to 17 Feb 2027 | Johannesburg | R13 000 |
| 29 to 31 Mar 2027 | Lusaka | USD 1 500 |
| 3 to 5 May 2027 | Durban | R13 000 |
| 7 to 9 Jun 2027 | Cape Town | R13 000 |
| 19 to 21 Jul 2027 | Online | USD 900 |
| 6 to 8 Sep 2027 | Durban | R13 000 |
| 11 to 13 Oct 2027 | Cape Town | R13 000 |
| 29 Nov to 1 Dec 2027 | Pretoria | 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)