Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Customer Retention
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 consultative selling and key account management 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 complaint handling, customer journey mapping and difficult conversations in their own organisation.
What delegates leave able to do
- Review complaint handling and say plainly whether it is working, measured against recognised service design practice
- Explain customer journey mapping to someone who does not do the work
- Make a decision about difficult conversations without waiting for a specialist
- Spot where customer retention is failing before it becomes a finding
What the course covers
- Consultative selling
- Key account management
- Complaint handling
- Customer journey mapping
- Difficult conversations
- Customer retention
- Voice of the customer programmes
Who should attend
- branch managers
- contact centre team leaders
- sales managers
- client relationship managers
- key account 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
| 19 to 21 Oct 2026 | Pretoria | R13 000 |
| 23 to 25 Nov 2026 | Cairo | USD 1 500 |
| 1 to 3 Feb 2027 | Kampala | USD 1 500 |
| 8 to 10 Mar 2027 | Pretoria | R13 000 |
| 12 to 14 Apr 2027 | Durban | R13 000 |
| 17 to 19 May 2027 | Johannesburg | R13 000 |
| 14 to 16 Jun 2027 | Pretoria | R13 000 |
| 19 to 21 Jul 2027 | Kampala | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Pretoria | R13 000 |
| 4 to 6 Oct 2027 | Johannesburg | R13 000 |
| 22 to 24 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)