Skip to content

Training across Africa, the Middle East and live online

069 221 6943

ISP TrainingsInnovative Special Projects

Arrow keys to moveEnter to openEsc to close

Print this page or save it as a PDF to circulate internally.

Back to the course
Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Practical Contact Centre 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 service recovery 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 proposal writing, difficult conversations and needs analysis in their own organisation.

What delegates leave able to do

  • Bring proposal writing into line with current good practice, measured against recognised service design practice
  • Take ownership of difficult conversations rather than escalating it
  • Spot where needs analysis is failing before it becomes a finding
  • Explain customer journey mapping to someone who does not do the work

What the course covers

  • Service recovery
  • Negotiation in sales
  • Proposal writing
  • Difficult conversations
  • Needs analysis
  • Customer journey mapping
  • Voice of the customer programmes

Who should attend

  • sales managers
  • sales representatives
  • customer service 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

16 to 18 Nov 2026LagosUSD 1 500
18 to 20 Jan 2027NairobiUSD 1 500
22 to 24 Feb 2027OnlineUSD 900
22 to 24 Mar 2027PretoriaR13 000
26 to 28 Apr 2027DurbanR13 000
31 May to 2 Jun 2027Cape TownR13 000
12 to 14 Jul 2027OnlineUSD 900
16 to 18 Aug 2027OnlineUSD 900
13 to 15 Sep 2027Port LouisUSD 1 500
11 to 13 Oct 2027NairobiUSD 1 500
29 Nov to 1 Dec 2027CairoUSD 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)