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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Business Development
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through service standards and upselling and cross selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with telephone and contact centre skills, consultative selling and customer journey mapping in their own organisation.
What delegates leave able to do
- Make a decision about telephone and contact centre skills without waiting for a specialist, measured against consultative selling methodology
- Spot where consultative selling is failing before it becomes a finding
- Take ownership of customer journey mapping rather than escalating it
- Improve difficult conversations within their own organisation
What the course covers
- Service standards
- Upselling and cross selling
- Telephone and contact centre skills
- Consultative selling
- Customer journey mapping
- Difficult conversations
- Service level design
Who should attend
- key account managers
- service desk staff
- branch 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
| 4 to 6 Jan 2027 | Online | USD 900 |
| 8 to 10 Feb 2027 | Pretoria | R13 000 |
| 15 to 17 Mar 2027 | Port Louis | USD 1 500 |
| 26 to 28 Apr 2027 | Kigali | USD 1 500 |
| 7 to 9 Jun 2027 | Pretoria | R13 000 |
| 5 to 7 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Pretoria | R13 000 |
| 27 to 29 Sep 2027 | Cairo | USD 1 500 |
| 8 to 10 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)