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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 Masterclass
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into customer retention, objection handling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with pipeline management, service level design and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Put pipeline management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Bring service level design into line with current good practice
- Improve voice of the customer programmes within their own organisation
- Take ownership of sales forecasting rather than escalating it
What the course covers
- Customer retention
- Objection handling
- Pipeline management
- Service level design
- Voice of the customer programmes
- Sales forecasting
- Needs analysis
Who should attend
- client relationship managers
- service desk staff
- key account managers
- branch managers
- contact centre team leaders
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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
| 5 to 9 Oct 2026 | Durban | R18 000 |
| 9 to 13 Nov 2026 | Johannesburg | R18 000 |
| 11 to 15 Jan 2027 | Pretoria | R18 000 |
| 15 to 19 Feb 2027 | Johannesburg | R18 000 |
| 15 to 19 Mar 2027 | Pretoria | R18 000 |
| 26 to 30 Apr 2027 | Pretoria | R18 000 |
| 14 to 18 Jun 2027 | Online | USD 900 |
| 26 to 30 Jul 2027 | Online | USD 900 |
| 30 Aug to 3 Sep 2027 | Accra | USD 1 800 |
| 11 to 15 Oct 2027 | Windhoek | USD 1 800 |
| 8 to 12 Nov 2027 | Nairobi | USD 1 800 |
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)