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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Fundamentals of Complaint Handling
Customer Experience and Sales|2 days|Classroom or live online
Fundamentals of Complaint Handling is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer retention and needs analysis without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with difficult conversations, pipeline management and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Review difficult conversations and say plainly whether it is working, measured against recognised service design practice
- Spot where pipeline management is failing before it becomes a finding
- Explain telephone and contact centre skills to someone who does not do the work
- Make a decision about negotiation in sales without waiting for a specialist
What the course covers
- Customer retention
- Needs analysis
- Difficult conversations
- Pipeline management
- Telephone and contact centre skills
- Negotiation in sales
- Upselling and cross selling
Who should attend
- client relationship managers
- customer service managers
- service desk staff
- contact centre team leaders
Fees
| South Africa | R10 000 |
| Elsewhere in Africa and the Gulf | USD 1 100 |
| Live online | USD 900 |
Per delegate, for the full 2 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 1 Dec 2026 | Pretoria | R10 000 |
| 4 to 5 Jan 2027 | Pretoria | R10 000 |
| 8 to 9 Feb 2027 | Johannesburg | R10 000 |
| 8 to 9 Mar 2027 | Cape Town | R10 000 |
| 19 to 20 Apr 2027 | Port Louis | USD 1 100 |
| 17 to 18 May 2027 | Dubai | USD 1 100 |
| 28 to 29 Jun 2027 | Durban | R10 000 |
| 26 to 27 Jul 2027 | Durban | R10 000 |
| 30 to 31 Aug 2027 | Durban | R10 000 |
| 11 to 12 Oct 2027 | Online | USD 900 |
| 8 to 9 Nov 2027 | Accra | USD 1 100 |
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)