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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 Customer Retention
Customer Experience and Sales|2 days|Classroom or live online
Fundamentals of Customer Retention is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and telephone and contact centre skills without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with complaint handling, negotiation in sales and proposal writing in their own organisation.
What delegates leave able to do
- Take ownership of complaint handling rather than escalating it, measured against consultative selling methodology
- Bring negotiation in sales into line with current good practice
- Put proposal writing on a footing they can defend to a reviewer
- Review needs analysis and say plainly whether it is working
What the course covers
- Voice of the customer programmes
- Telephone and contact centre skills
- Complaint handling
- Negotiation in sales
- Proposal writing
- Needs analysis
- Upselling and cross selling
Who should attend
- service desk staff
- branch managers
- sales representatives
- key account managers
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
| 23 to 24 Nov 2026 | Johannesburg | R10 000 |
| 4 to 5 Jan 2027 | Durban | R10 000 |
| 8 to 9 Feb 2027 | Johannesburg | R10 000 |
| 22 to 23 Mar 2027 | Johannesburg | R10 000 |
| 10 to 11 May 2027 | Cape Town | R10 000 |
| 7 to 8 Jun 2027 | Durban | R10 000 |
| 5 to 6 Jul 2027 | Cape Town | R10 000 |
| 16 to 17 Aug 2027 | Pretoria | R10 000 |
| 27 to 28 Sep 2027 | Online | USD 900 |
| 1 to 2 Nov 2027 | Kigali | 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)