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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Telephone Skills
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through pipeline management and customer retention 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 voice of the customer programmes, service recovery and service standards in their own organisation.
What delegates leave able to do
- Review voice of the customer programmes and say plainly whether it is working, measured against the Consumer Protection Act
- Make a decision about service recovery without waiting for a specialist
- Improve service standards within their own organisation
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Pipeline management
- Customer retention
- Voice of the customer programmes
- Service recovery
- Service standards
- Proposal writing
- Key account management
Who should attend
- sales managers
- key account managers
- sales representatives
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
| 12 to 14 Oct 2026 | Cape Town | R13 000 |
| 9 to 11 Nov 2026 | Pretoria | R13 000 |
| 25 to 27 Jan 2027 | Pretoria | R13 000 |
| 8 to 10 Mar 2027 | Cairo | USD 1 500 |
| 5 to 7 Apr 2027 | Port Louis | USD 1 500 |
| 3 to 5 May 2027 | Pretoria | R13 000 |
| 14 to 16 Jun 2027 | Dar es Salaam | USD 1 500 |
| 26 to 28 Jul 2027 | Online | USD 900 |
| 30 Aug to 1 Sep 2027 | Kigali | USD 1 500 |
| 27 to 29 Sep 2027 | Pretoria | R13 000 |
| 15 to 17 Nov 2027 | Cape Town | 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)