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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 Voice of the Customer
Customer Experience and Sales|2 days|Classroom or live online
Fundamentals of Voice of the Customer is built for delegates who need to be useful in this area quickly. It starts at first principles and works through customer journey mapping and sales forecasting 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 voice of the customer programmes, upselling and cross selling and difficult conversations in their own organisation.
What delegates leave able to do
- Explain voice of the customer programmes to someone who does not do the work, measured against recognised service design practice
- Bring upselling and cross selling into line with current good practice
- Take ownership of difficult conversations rather than escalating it
- Review needs analysis and say plainly whether it is working
What the course covers
- Customer journey mapping
- Sales forecasting
- Voice of the customer programmes
- Upselling and cross selling
- Difficult conversations
- Needs analysis
- Objection handling
Who should attend
- branch managers
- service desk staff
- customer service managers
- sales representatives
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
| 5 to 6 Oct 2026 | Johannesburg | R10 000 |
| 9 to 10 Nov 2026 | Johannesburg | R10 000 |
| 18 to 19 Jan 2027 | Pretoria | R10 000 |
| 22 to 23 Feb 2027 | Kigali | USD 1 100 |
| 5 to 6 Apr 2027 | Cape Town | R10 000 |
| 10 to 11 May 2027 | Durban | R10 000 |
| 28 to 29 Jun 2027 | Cairo | USD 1 100 |
| 2 to 3 Aug 2027 | Kigali | USD 1 100 |
| 13 to 14 Sep 2027 | Durban | R10 000 |
| 18 to 19 Oct 2027 | Online | USD 900 |
| 15 to 16 Nov 2027 | Johannesburg | R10 000 |
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)