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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Complaint Handling
Customer Experience and Sales|5 days|Classroom or live online
Strategic Complaint Handling looks at this work from the level at which it is resourced and defended. The focus is on key account management, telephone and contact centre skills and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with upselling and cross selling, negotiation in sales and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Make a decision about upselling and cross selling without waiting for a specialist, measured against consultative selling methodology
- Take ownership of negotiation in sales rather than escalating it
- Explain voice of the customer programmes to someone who does not do the work
- Review customer retention and say plainly whether it is working
What the course covers
- Key account management
- Telephone and contact centre skills
- Upselling and cross selling
- Negotiation in sales
- Voice of the customer programmes
- Customer retention
- Pipeline management
Who should attend
- sales managers
- branch managers
- customer service managers
- client relationship managers
- sales representatives
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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
| 25 to 29 Jan 2027 | Online | USD 900 |
| 8 to 12 Mar 2027 | Cairo | USD 1 800 |
| 19 to 23 Apr 2027 | Harare | USD 1 800 |
| 31 May to 4 Jun 2027 | Gaborone | USD 1 800 |
| 28 Jun to 2 Jul 2027 | Windhoek | USD 1 800 |
| 2 to 6 Aug 2027 | Kampala | USD 1 800 |
| 13 to 17 Sep 2027 | Dubai | USD 1 800 |
| 25 to 29 Oct 2027 | Durban | R18 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)