Leading Channel and Distributor Management Teams

Customer Experience and Sales|3 days|Classroom or live online

This programme is for the person accountable for the work rather than the person doing it. It covers consultative selling and complaint handling from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with difficult conversations, objection handling and customer journey mapping in their own organisation.

What delegates leave able to do

Spot where difficult conversations is failing before it becomes a finding, measured against the Consumer Protection Act
Make a decision about objection handling without waiting for a specialist
Improve customer journey mapping within their own organisation
Review key account management and say plainly whether it is working

What the course covers

Consultative selling
Complaint handling
Difficult conversations
Objection handling
Customer journey mapping
Key account management
Customer retention

Who should attend

contact centre team leaders
client relationship managers
customer service managers
key account managers
branch managers

Fees

South Africa	R13 000
Elsewhere in Africa and the Gulf	USD 1 500
Live online	USD 900

Per delegate, for the full 3 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 25 Nov 2026	Johannesburg	R13 000
11 to 13 Jan 2027	Johannesburg	R13 000
22 to 24 Feb 2027	Dubai	USD 1 500
29 to 31 Mar 2027	Cairo	USD 1 500
3 to 5 May 2027	Durban	R13 000
21 to 23 Jun 2027	Lagos	USD 1 500
26 to 28 Jul 2027	Windhoek	USD 1 500
30 Aug to 1 Sep 2027	Johannesburg	R13 000
4 to 6 Oct 2027	Johannesburg	R13 000
15 to 17 Nov 2027	Johannesburg	R13 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)