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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Retail 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 complaint handling and telephone and contact centre skills 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 difficult conversations, service recovery and needs analysis in their own organisation.
What delegates leave able to do
- Improve difficult conversations within their own organisation, measured against the Consumer Protection Act
- Make a decision about service recovery without waiting for a specialist
- Spot where needs analysis is failing before it becomes a finding
- Explain proposal writing to someone who does not do the work
What the course covers
- Complaint handling
- Telephone and contact centre skills
- Difficult conversations
- Service recovery
- Needs analysis
- Proposal writing
- Sales forecasting
Who should attend
- contact centre team leaders
- sales representatives
- client relationship 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
| 2 to 4 Nov 2026 | Cairo | USD 1 500 |
| 1 to 3 Feb 2027 | Durban | R13 000 |
| 8 to 10 Mar 2027 | Johannesburg | R13 000 |
| 5 to 7 Apr 2027 | Johannesburg | R13 000 |
| 10 to 12 May 2027 | Cape Town | R13 000 |
| 21 to 23 Jun 2027 | Cape Town | R13 000 |
| 19 to 21 Jul 2027 | Online | USD 900 |
| 16 to 18 Aug 2027 | Johannesburg | R13 000 |
| 4 to 6 Oct 2027 | Online | USD 900 |
| 8 to 10 Nov 2027 | Johannesburg | 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)