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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Difficult Customer Conversations
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 negotiation in sales and needs analysis 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 objection handling, customer journey mapping and key account management in their own organisation.
What delegates leave able to do
- Explain objection handling to someone who does not do the work, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Bring key account management into line with current good practice
- Put voice of the customer programmes on a footing they can defend to a reviewer
What the course covers
- Negotiation in sales
- Needs analysis
- Objection handling
- Customer journey mapping
- Key account management
- Voice of the customer programmes
- Service standards
Who should attend
- client relationship managers
- service desk staff
- key account managers
- branch 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
| 2 to 4 Nov 2026 | Pretoria | R13 000 |
| 25 to 27 Jan 2027 | Johannesburg | R13 000 |
| 22 to 24 Feb 2027 | Johannesburg | R13 000 |
| 29 to 31 Mar 2027 | Nairobi | USD 1 500 |
| 10 to 12 May 2027 | Johannesburg | R13 000 |
| 7 to 9 Jun 2027 | Cape Town | R13 000 |
| 26 to 28 Jul 2027 | Durban | R13 000 |
| 13 to 15 Sep 2027 | Lagos | USD 1 500 |
| 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)