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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Digital Transformation in Difficult Customer Conversations

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 objection handling and service level design 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 difficult conversations, customer retention and voice of the customer programmes in their own organisation.

What delegates leave able to do

  • Take ownership of difficult conversations rather than escalating it, measured against the Consumer Protection Act
  • Put customer retention on a footing they can defend to a reviewer
  • Spot where voice of the customer programmes is failing before it becomes a finding
  • Improve complaint handling within their own organisation

What the course covers

  • Objection handling
  • Service level design
  • Difficult conversations
  • Customer retention
  • Voice of the customer programmes
  • Complaint handling
  • Pipeline management

Who should attend

  • contact centre team leaders
  • branch managers
  • service desk staff
  • sales managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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 2026PretoriaR13 000
4 to 6 Jan 2027OnlineUSD 900
1 to 3 Feb 2027OnlineUSD 900
15 to 17 Mar 2027KampalaUSD 1 500
3 to 5 May 2027NairobiUSD 1 500
31 May to 2 Jun 2027OnlineUSD 900
28 to 30 Jun 2027CairoUSD 1 500
16 to 18 Aug 2027NairobiUSD 1 500
13 to 15 Sep 2027JohannesburgR13 000
18 to 20 Oct 2027PretoriaR13 000
22 to 24 Nov 2027PretoriaR13 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)