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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

Key Account Management Masterclass

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into objection handling, needs analysis and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with complaint handling, pipeline management and proposal writing in their own organisation.

What delegates leave able to do

  • Put complaint handling on a footing they can defend to a reviewer, measured against the Consumer Protection Act
  • Bring pipeline management into line with current good practice
  • Make a decision about proposal writing without waiting for a specialist
  • Review service standards and say plainly whether it is working

What the course covers

  • Objection handling
  • Needs analysis
  • Complaint handling
  • Pipeline management
  • Proposal writing
  • Service standards
  • Key account management

Who should attend

  • client relationship managers
  • service desk staff
  • customer service managers
  • branch managers
  • sales managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 900

Per delegate, for the full 5 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 9 Oct 2026Dar es SalaamUSD 1 800
16 to 20 Nov 2026OnlineUSD 900
25 to 29 Jan 2027CairoUSD 1 800
8 to 12 Mar 2027OnlineUSD 900
12 to 16 Apr 2027LagosUSD 1 800
24 to 28 May 2027JohannesburgR18 000
5 to 9 Jul 2027JohannesburgR18 000
16 to 20 Aug 2027NairobiUSD 1 800
27 Sep to 1 Oct 2027JohannesburgR18 000
25 to 29 Oct 2027OnlineUSD 900
29 Nov to 3 Dec 2027OnlineUSD 900

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)