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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Leading Telephone Skills 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 difficult conversations and telephone and contact centre skills 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 upselling and cross selling, customer journey mapping and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about upselling and cross selling without waiting for a specialist, measured against consultative selling methodology
- Explain customer journey mapping to someone who does not do the work
- Improve proposal writing within their own organisation
- Spot where pipeline management is failing before it becomes a finding
What the course covers
- Difficult conversations
- Telephone and contact centre skills
- Upselling and cross selling
- Customer journey mapping
- Proposal writing
- Pipeline management
- Customer retention
Who should attend
- customer service managers
- sales managers
- branch managers
- service desk staff
- sales representatives
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
| 11 to 13 Jan 2027 | Nairobi | USD 1 500 |
| 8 to 10 Feb 2027 | Accra | USD 1 500 |
| 15 to 17 Mar 2027 | Dubai | USD 1 500 |
| 19 to 21 Apr 2027 | Johannesburg | R13 000 |
| 24 to 26 May 2027 | Dar es Salaam | USD 1 500 |
| 21 to 23 Jun 2027 | Dubai | USD 1 500 |
| 26 to 28 Jul 2027 | Online | USD 900 |
| 30 Aug to 1 Sep 2027 | Port Louis | USD 1 500 |
| 4 to 6 Oct 2027 | Cape Town | R13 000 |
| 8 to 10 Nov 2027 | Nairobi | USD 1 500 |
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)