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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Leading Complaint Handling 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 service recovery and proposal writing from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with consultative selling, telephone and contact centre skills and negotiation in sales in their own organisation.
What delegates leave able to do
- Put consultative selling on a footing they can defend to a reviewer, measured against consultative selling methodology
- Improve telephone and contact centre skills within their own organisation
- Review negotiation in sales and say plainly whether it is working
- Make a decision about difficult conversations without waiting for a specialist
What the course covers
- Service recovery
- Proposal writing
- Consultative selling
- Telephone and contact centre skills
- Negotiation in sales
- Difficult conversations
- Complaint handling
Who should attend
- service desk staff
- sales representatives
- client relationship managers
- customer service managers
- contact centre team leaders
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 | Pretoria | R13 000 |
| 1 to 3 Feb 2027 | Dar es Salaam | USD 1 500 |
| 1 to 3 Mar 2027 | Lagos | USD 1 500 |
| 5 to 7 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Johannesburg | R13 000 |
| 5 to 7 Jul 2027 | Windhoek | USD 1 500 |
| 9 to 11 Aug 2027 | Johannesburg | R13 000 |
| 27 to 29 Sep 2027 | Harare | USD 1 500 |
| 8 to 10 Nov 2027 | Cape Town | 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)