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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Channel and Distributor Management
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through customer retention and negotiation in sales on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, customer journey mapping and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against recognised service design practice
- Review customer journey mapping and say plainly whether it is working
- Bring telephone and contact centre skills into line with current good practice
- Take ownership of complaint handling rather than escalating it
What the course covers
- Customer retention
- Negotiation in sales
- Voice of the customer programmes
- Customer journey mapping
- Telephone and contact centre skills
- Complaint handling
- Key account management
Who should attend
- sales representatives
- customer service 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
| 5 to 7 Oct 2026 | Windhoek | USD 1 500 |
| 16 to 18 Nov 2026 | Gaborone | USD 1 500 |
| 1 to 3 Feb 2027 | Durban | R13 000 |
| 15 to 17 Mar 2027 | Pretoria | R13 000 |
| 3 to 5 May 2027 | Durban | R13 000 |
| 14 to 16 Jun 2027 | Pretoria | R13 000 |
| 26 to 28 Jul 2027 | Pretoria | R13 000 |
| 30 Aug to 1 Sep 2027 | Gaborone | USD 1 500 |
| 11 to 13 Oct 2027 | Pretoria | R13 000 |
| 22 to 24 Nov 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)