Leading Voice of the Customer 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 customer retention and negotiation in sales 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 voice of the customer programmes, difficult conversations and key account management in their own organisation.

What delegates leave able to do

Make a decision about voice of the customer programmes without waiting for a specialist, measured against consultative selling methodology
Put difficult conversations on a footing they can defend to a reviewer
Spot where key account management is failing before it becomes a finding
Take ownership of telephone and contact centre skills rather than escalating it

What the course covers

Customer retention
Negotiation in sales
Voice of the customer programmes
Difficult conversations
Key account management
Telephone and contact centre skills
Complaint handling

Who should attend

sales representatives
contact centre team leaders
key account managers
customer service 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

16 to 18 Nov 2026	Cape Town	R13 000
18 to 20 Jan 2027	Nairobi	USD 1 500
15 to 17 Feb 2027	Johannesburg	R13 000
5 to 7 Apr 2027	Pretoria	R13 000
10 to 12 May 2027	Online	USD 900
7 to 9 Jun 2027	Cairo	USD 1 500
12 to 14 Jul 2027	Online	USD 900
16 to 18 Aug 2027	Cairo	USD 1 500
27 to 29 Sep 2027	Dar es Salaam	USD 1 500
1 to 3 Nov 2027	Online	USD 900

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)