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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 Customer Retention

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

This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and negotiation in sales 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 needs analysis, objection handling and key account management in their own organisation.

What delegates leave able to do

  • Make a decision about needs analysis without waiting for a specialist, measured against recognised service design practice
  • Improve objection handling within their own organisation
  • Bring key account management into line with current good practice
  • Put service level design on a footing they can defend to a reviewer

What the course covers

  • Telephone and contact centre skills
  • Negotiation in sales
  • Needs analysis
  • Objection handling
  • Key account management
  • Service level design
  • Consultative selling

Who should attend

  • sales representatives
  • client relationship managers
  • service desk staff

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 2026LagosUSD 1 500
16 to 18 Nov 2026OnlineUSD 900
18 to 20 Jan 2027GaboroneUSD 1 500
1 to 3 Mar 2027LusakaUSD 1 500
5 to 7 Apr 2027DurbanR13 000
24 to 26 May 2027JohannesburgR13 000
28 to 30 Jun 2027Cape TownR13 000
9 to 11 Aug 2027OnlineUSD 900
27 to 29 Sep 2027HarareUSD 1 500
15 to 17 Nov 2027NairobiUSD 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)