Difficult Customer Conversations: Tools and Techniques

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

This is a hands-on programme. Delegates spend most of the time working through upselling and cross selling and pipeline management on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with sales forecasting, telephone and contact centre skills and customer journey mapping in their own organisation.

What delegates leave able to do

Bring sales forecasting into line with current good practice, measured against consultative selling methodology
Review telephone and contact centre skills and say plainly whether it is working
Explain customer journey mapping to someone who does not do the work
Put key account management on a footing they can defend to a reviewer

What the course covers

Upselling and cross selling
Pipeline management
Sales forecasting
Telephone and contact centre skills
Customer journey mapping
Key account management
Difficult conversations

Who should attend

contact centre team leaders
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

30 Nov to 2 Dec 2026	Dar es Salaam	USD 1 500
4 to 6 Jan 2027	Lusaka	USD 1 500
15 to 17 Feb 2027	Johannesburg	R13 000
15 to 17 Mar 2027	Cape Town	R13 000
12 to 14 Apr 2027	Online	USD 900
17 to 19 May 2027	Pretoria	R13 000
21 to 23 Jun 2027	Accra	USD 1 500
26 to 28 Jul 2027	Kampala	USD 1 500
13 to 15 Sep 2027	Nairobi	USD 1 500
11 to 13 Oct 2027	Kampala	USD 1 500
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)