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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Telephone Skills
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 telephone and contact centre skills 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 service standards, needs analysis and upselling and cross selling in their own organisation.
What delegates leave able to do
- Review service standards and say plainly whether it is working, measured against recognised service design practice
- Take ownership of needs analysis rather than escalating it
- Make a decision about upselling and cross selling without waiting for a specialist
- Explain key account management to someone who does not do the work
What the course covers
- Consultative selling
- Telephone and contact centre skills
- Service standards
- Needs analysis
- Upselling and cross selling
- Key account management
- Customer retention
Who should attend
- key account managers
- sales representatives
- customer service managers
- branch managers
- client relationship 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
| 30 Nov to 2 Dec 2026 | Kigali | USD 1 500 |
| 4 to 6 Jan 2027 | Cape Town | R13 000 |
| 15 to 17 Feb 2027 | Cairo | USD 1 500 |
| 22 to 24 Mar 2027 | Kigali | USD 1 500 |
| 19 to 21 Apr 2027 | Dubai | USD 1 500 |
| 17 to 19 May 2027 | Pretoria | R13 000 |
| 5 to 7 Jul 2027 | Online | USD 900 |
| 2 to 4 Aug 2027 | Durban | R13 000 |
| 6 to 8 Sep 2027 | Accra | USD 1 500 |
| 18 to 20 Oct 2027 | Pretoria | R13 000 |
| 29 Nov to 1 Dec 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.
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