Managing Voice of the Customer

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 telephone and contact centre skills and difficult conversations from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with sales forecasting, customer retention and complaint handling in their own organisation.

What delegates leave able to do

Bring sales forecasting into line with current good practice, measured against the Consumer Protection Act
Put customer retention on a footing they can defend to a reviewer
Take ownership of complaint handling rather than escalating it
Make a decision about service standards without waiting for a specialist

What the course covers

Telephone and contact centre skills
Difficult conversations
Sales forecasting
Customer retention
Complaint handling
Service standards
Negotiation in sales

Who should attend

branch managers
service desk staff
key account managers
contact centre team leaders
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	Durban	R13 000
8 to 10 Feb 2027	Pretoria	R13 000
22 to 24 Mar 2027	Johannesburg	R13 000
3 to 5 May 2027	Durban	R13 000
14 to 16 Jun 2027	Accra	USD 1 500
19 to 21 Jul 2027	Accra	USD 1 500
30 Aug to 1 Sep 2027	Accra	USD 1 500
11 to 13 Oct 2027	Nairobi	USD 1 500
22 to 24 Nov 2027	Port Louis	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.

Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)