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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Leading Retail 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 key account management and upselling and cross selling 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 voice of the customer programmes, proposal writing and complaint handling in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against the Consumer Protection Act
- Make a decision about proposal writing without waiting for a specialist
- Bring complaint handling into line with current good practice
- Take ownership of customer retention rather than escalating it
What the course covers
- Key account management
- Upselling and cross selling
- Voice of the customer programmes
- Proposal writing
- Complaint handling
- Customer retention
- Telephone and contact centre skills
Who should attend
- service desk staff
- sales managers
- client relationship managers
- branch managers
- customer service 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
| 26 to 28 Oct 2026 | Johannesburg | R13 000 |
| 23 to 25 Nov 2026 | Online | USD 900 |
| 1 to 3 Feb 2027 | Cairo | USD 1 500 |
| 1 to 3 Mar 2027 | Port Louis | USD 1 500 |
| 5 to 7 Apr 2027 | Kigali | USD 1 500 |
| 10 to 12 May 2027 | Pretoria | R13 000 |
| 21 to 23 Jun 2027 | Nairobi | USD 1 500 |
| 26 to 28 Jul 2027 | Durban | R13 000 |
| 13 to 15 Sep 2027 | Online | USD 900 |
| 25 to 27 Oct 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)