Difficult Customer Conversations Reporting and Analytics

Customer Experience and Sales|3 days|Classroom or live online

Difficult Customer Conversations Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service level design and complaint handling and the reporting built on top of them. The reporting layer matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with telephone and contact centre skills, customer journey mapping and sales forecasting in their own organisation.

What delegates leave able to do

Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
Make a decision about customer journey mapping without waiting for a specialist
Take ownership of sales forecasting rather than escalating it
Improve pipeline management within their own organisation

What the course covers

Service level design
Complaint handling
Telephone and contact centre skills
Customer journey mapping
Sales forecasting
Pipeline management
Difficult conversations

Who should attend

sales representatives
branch managers
service desk staff
contact centre team leaders

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

2 to 4 Nov 2026	Online	USD 900
1 to 3 Feb 2027	Dubai	USD 1 500
15 to 17 Mar 2027	Nairobi	USD 1 500
12 to 14 Apr 2027	Johannesburg	R13 000
31 May to 2 Jun 2027	Online	USD 900
5 to 7 Jul 2027	Johannesburg	R13 000
9 to 11 Aug 2027	Online	USD 900
6 to 8 Sep 2027	Pretoria	R13 000
25 to 27 Oct 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)