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069 221 6943

ISP TrainingsInnovative Special Projects

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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 Customer Data and Segmentation

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

This is a hands-on programme. Delegates spend most of the time working through upselling and cross selling and consultative selling 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 telephone and contact centre skills, service recovery and service level design in their own organisation.

What delegates leave able to do

  • Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
  • Improve service recovery within their own organisation
  • Spot where service level design is failing before it becomes a finding
  • Make a decision about customer journey mapping without waiting for a specialist

What the course covers

  • Upselling and cross selling
  • Consultative selling
  • Telephone and contact centre skills
  • Service recovery
  • Service level design
  • Customer journey mapping
  • Needs analysis

Who should attend

  • customer service managers
  • service desk staff
  • client relationship 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

12 to 14 Oct 2026DurbanR13 000
16 to 18 Nov 2026PretoriaR13 000
25 to 27 Jan 2027JohannesburgR13 000
8 to 10 Mar 2027OnlineUSD 900
12 to 14 Apr 2027NairobiUSD 1 500
31 May to 2 Jun 2027KampalaUSD 1 500
5 to 7 Jul 2027KampalaUSD 1 500
2 to 4 Aug 2027OnlineUSD 900
13 to 15 Sep 2027Cape TownR13 000
25 to 27 Oct 2027HarareUSD 1 500
22 to 24 Nov 2027DubaiUSD 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)