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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
Customer Experience and Sales|3 days|Classroom or live online
This Difficult Customer Conversations programme gives delegates a working command of customer journey mapping and needs analysis, grounded in recognised service design practice. Organisations invest here because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with telephone and contact centre skills, pipeline management and difficult conversations in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
- Take ownership of pipeline management rather than escalating it
- Bring difficult conversations into line with current good practice
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Customer journey mapping
- Needs analysis
- Telephone and contact centre skills
- Pipeline management
- Difficult conversations
- Complaint handling
- Service recovery
Who should attend
- sales managers
- client relationship managers
- sales representatives
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 | Windhoek | USD 1 500 |
| 1 to 3 Feb 2027 | Durban | R13 000 |
| 15 to 17 Mar 2027 | Online | USD 900 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 31 May to 2 Jun 2027 | Cape Town | R13 000 |
| 12 to 14 Jul 2027 | Pretoria | R13 000 |
| 23 to 25 Aug 2027 | Port Louis | USD 1 500 |
| 4 to 6 Oct 2027 | Pretoria | R13 000 |
| 8 to 10 Nov 2027 | Johannesburg | 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)