Managing Customer Data and Segmentation

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 difficult conversations 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 objection handling, customer retention and voice of the customer programmes in their own organisation.

What delegates leave able to do

Review objection handling and say plainly whether it is working, measured against recognised service design practice
Explain customer retention to someone who does not do the work
Put voice of the customer programmes on a footing they can defend to a reviewer
Take ownership of service level design rather than escalating it

What the course covers

Key account management
Difficult conversations
Objection handling
Customer retention
Voice of the customer programmes
Service level design
Service standards

Who should attend

sales managers
key account managers
branch managers
client relationship managers
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

5 to 7 Oct 2026	Durban	R13 000
16 to 18 Nov 2026	Online	USD 900
1 to 3 Feb 2027	Johannesburg	R13 000
1 to 3 Mar 2027	Nairobi	USD 1 500
29 to 31 Mar 2027	Kigali	USD 1 500
10 to 12 May 2027	Johannesburg	R13 000
14 to 16 Jun 2027	Dubai	USD 1 500
2 to 4 Aug 2027	Lagos	USD 1 500
6 to 8 Sep 2027	Dubai	USD 1 500
11 to 13 Oct 2027	Durban	R13 000
22 to 24 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)