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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Voice of the Customer
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through key account management and needs analysis on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with objection handling, telephone and contact centre skills and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against consultative selling methodology
- Take ownership of telephone and contact centre skills rather than escalating it
- Bring service recovery into line with current good practice
- Explain proposal writing to someone who does not do the work
What the course covers
- Key account management
- Needs analysis
- Objection handling
- Telephone and contact centre skills
- Service recovery
- Proposal writing
- Customer retention
Who should attend
- sales representatives
- customer service managers
- branch 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
| 23 to 25 Nov 2026 | Accra | USD 1 500 |
| 4 to 6 Jan 2027 | Online | USD 900 |
| 8 to 10 Feb 2027 | Accra | USD 1 500 |
| 22 to 24 Mar 2027 | Lusaka | USD 1 500 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 7 to 9 Jun 2027 | Pretoria | R13 000 |
| 12 to 14 Jul 2027 | Online | USD 900 |
| 23 to 25 Aug 2027 | Dubai | USD 1 500 |
| 27 to 29 Sep 2027 | Durban | R13 000 |
| 8 to 10 Nov 2027 | Pretoria | 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)