Fundamentals of Key Account Management

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

Fundamentals of Key Account Management 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 complaint handling 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 telephone and contact centre skills, sales forecasting and proposal writing in their own organisation.

What delegates leave able to do

Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
Explain sales forecasting to someone who does not do the work
Put proposal writing on a footing they can defend to a reviewer
Take ownership of customer retention rather than escalating it

What the course covers

Voice of the customer programmes
Complaint handling
Telephone and contact centre skills
Sales forecasting
Proposal writing
Customer retention
Pipeline management

Who should attend

customer service managers
service desk staff
sales managers
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

16 to 17 Nov 2026	Windhoek	USD 1 100
4 to 5 Jan 2027	Dubai	USD 1 100
15 to 16 Feb 2027	Cape Town	R10 000
29 to 30 Mar 2027	Pretoria	R10 000
17 to 18 May 2027	Gaborone	USD 1 100
21 to 22 Jun 2027	Durban	R10 000
2 to 3 Aug 2027	Port Louis	USD 1 100
13 to 14 Sep 2027	Online	USD 900
18 to 19 Oct 2027	Lagos	USD 1 100
29 to 30 Nov 2027	Lagos	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)