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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 Key Account Management
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 service standards and customer retention as they stand today and where they are heading. The shift is worth understanding because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with upselling and cross selling, proposal writing and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Spot where upselling and cross selling is failing before it becomes a finding, measured against recognised service design practice
- Bring proposal writing into line with current good practice
- Review voice of the customer programmes and say plainly whether it is working
- Take ownership of complaint handling rather than escalating it
What the course covers
- Service standards
- Customer retention
- Upselling and cross selling
- Proposal writing
- Voice of the customer programmes
- Complaint handling
- Negotiation in sales
Who should attend
- contact centre team leaders
- customer service managers
- sales managers
- branch 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 | Port Louis | USD 1 500 |
| 23 to 25 Nov 2026 | Online | USD 900 |
| 4 to 6 Jan 2027 | Johannesburg | R13 000 |
| 8 to 10 Feb 2027 | Cape Town | R13 000 |
| 29 to 31 Mar 2027 | Accra | USD 1 500 |
| 10 to 12 May 2027 | Windhoek | USD 1 500 |
| 7 to 9 Jun 2027 | Online | USD 900 |
| 26 to 28 Jul 2027 | Cape Town | R13 000 |
| 6 to 8 Sep 2027 | Durban | R13 000 |
| 18 to 20 Oct 2027 | Gaborone | USD 1 500 |
| 22 to 24 Nov 2027 | Nairobi | 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)