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069 221 6943

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Practical Complaint Handling

Customer Experience and Sales|3 days|Classroom or live online

This is a hands-on programme. Delegates spend most of the time working through sales forecasting and complaint handling 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 service recovery, customer journey mapping and customer retention in their own organisation.

What delegates leave able to do

  • Bring service recovery into line with current good practice, measured against recognised service design practice
  • Review customer journey mapping and say plainly whether it is working
  • Explain customer retention to someone who does not do the work
  • Take ownership of service level design rather than escalating it

What the course covers

  • Sales forecasting
  • Complaint handling
  • Service recovery
  • Customer journey mapping
  • Customer retention
  • Service level design
  • Difficult conversations

Who should attend

  • contact centre team leaders
  • service desk staff
  • key account managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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

26 to 28 Oct 2026JohannesburgR13 000
30 Nov to 2 Dec 2026Port LouisUSD 1 500
11 to 13 Jan 2027LusakaUSD 1 500
15 to 17 Feb 2027DubaiUSD 1 500
29 to 31 Mar 2027OnlineUSD 900
3 to 5 May 2027JohannesburgR13 000
7 to 9 Jun 2027DubaiUSD 1 500
5 to 7 Jul 2027PretoriaR13 000
9 to 11 Aug 2027Cape TownR13 000
27 to 29 Sep 2027OnlineUSD 900
25 to 27 Oct 2027OnlineUSD 900

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)