Leading Difficult Customer Conversations 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 telephone and contact centre skills and service recovery from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with key account management, complaint handling and customer retention in their own organisation.

What delegates leave able to do

Put key account management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
Improve complaint handling within their own organisation
Bring customer retention into line with current good practice
Make a decision about pipeline management without waiting for a specialist

What the course covers

Telephone and contact centre skills
Service recovery
Key account management
Complaint handling
Customer retention
Pipeline management
Service standards

Who should attend

customer service managers
branch managers
client relationship managers
key account managers
sales 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

5 to 7 Oct 2026	Pretoria	R13 000
16 to 18 Nov 2026	Pretoria	R13 000
25 to 27 Jan 2027	Cape Town	R13 000
22 to 24 Feb 2027	Pretoria	R13 000
29 to 31 Mar 2027	Dar es Salaam	USD 1 500
10 to 12 May 2027	Johannesburg	R13 000
7 to 9 Jun 2027	Dar es Salaam	USD 1 500
26 to 28 Jul 2027	Port Louis	USD 1 500
6 to 8 Sep 2027	Dubai	USD 1 500
11 to 13 Oct 2027	Lagos	USD 1 500
8 to 10 Nov 2027	Pretoria	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)