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069 221 6943

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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

Fundamentals of Difficult Customer Conversations

Customer Experience and Sales|2 days|Classroom or live online

Fundamentals of Difficult Customer Conversations 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 difficult conversations 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 objection handling, service level design and customer retention in their own organisation.

What delegates leave able to do

  • Take ownership of objection handling rather than escalating it, measured against recognised service design practice
  • Explain service level design to someone who does not do the work
  • Improve customer retention within their own organisation
  • Make a decision about customer journey mapping without waiting for a specialist

What the course covers

  • Voice of the customer programmes
  • Difficult conversations
  • Objection handling
  • Service level design
  • Customer retention
  • Customer journey mapping
  • Consultative selling

Who should attend

  • key account managers
  • branch managers
  • sales managers
  • sales representatives

Fees

South AfricaR10 000
Elsewhere in Africa and the GulfUSD 1 100
Live onlineUSD 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

5 to 6 Oct 2026GaboroneUSD 1 100
9 to 10 Nov 2026DurbanR10 000
18 to 19 Jan 2027KampalaUSD 1 100
1 to 2 Mar 2027JohannesburgR10 000
5 to 6 Apr 2027PretoriaR10 000
3 to 4 May 2027LagosUSD 1 100
14 to 15 Jun 2027NairobiUSD 1 100
26 to 27 Jul 2027OnlineUSD 900
13 to 14 Sep 2027LagosUSD 1 100
18 to 19 Oct 2027JohannesburgR10 000
29 to 30 Nov 2027CairoUSD 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)