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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Digital Transformation in Customer Retention
Customer Experience and Sales|3 days|Classroom or live online
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through consultative selling and service recovery as they stand today and where they are heading. The shift is worth understanding 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 needs analysis 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
- Put pipeline management on a footing they can defend to a reviewer
- Improve needs analysis within their own organisation
- Bring proposal writing into line with current good practice
What the course covers
- Consultative selling
- Service recovery
- Telephone and contact centre skills
- Pipeline management
- Needs analysis
- Proposal writing
- Service standards
Who should attend
- key account managers
- service desk staff
- customer service managers
- client relationship 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
| 19 to 21 Oct 2026 | Pretoria | R13 000 |
| 30 Nov to 2 Dec 2026 | Online | USD 900 |
| 11 to 13 Jan 2027 | Kampala | USD 1 500 |
| 1 to 3 Mar 2027 | Durban | R13 000 |
| 29 to 31 Mar 2027 | Accra | USD 1 500 |
| 17 to 19 May 2027 | Johannesburg | R13 000 |
| 14 to 16 Jun 2027 | Durban | R13 000 |
| 19 to 21 Jul 2027 | Online | USD 900 |
| 30 Aug to 1 Sep 2027 | Johannesburg | R13 000 |
| 11 to 13 Oct 2027 | Port Louis | USD 1 500 |
| 15 to 17 Nov 2027 | Cairo | USD 1 500 |
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)