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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

Strategic Customer Retention

Customer Experience and Sales|5 days|Classroom or live online

Strategic Customer Retention looks at this work from the level at which it is resourced and defended. The focus is on needs analysis, 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, complaint handling and pipeline management in their own organisation.

What delegates leave able to do

  • Improve upselling and cross selling within their own organisation, measured against consultative selling methodology
  • Review complaint handling and say plainly whether it is working
  • Bring pipeline management into line with current good practice
  • Make a decision about difficult conversations without waiting for a specialist

What the course covers

  • Needs analysis
  • Telephone and contact centre skills
  • Upselling and cross selling
  • Complaint handling
  • Pipeline management
  • Difficult conversations
  • Negotiation in sales

Who should attend

  • sales managers
  • key account managers
  • service desk staff
  • contact centre team leaders
  • branch managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 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

5 to 9 Oct 2026OnlineUSD 900
16 to 20 Nov 2026JohannesburgR18 000
1 to 5 Feb 2027OnlineUSD 900
8 to 12 Mar 2027OnlineUSD 900
12 to 16 Apr 2027GaboroneUSD 1 800
24 to 28 May 2027CairoUSD 1 800
21 to 25 Jun 2027JohannesburgR18 000
2 to 6 Aug 2027PretoriaR18 000
6 to 10 Sep 2027OnlineUSD 900
11 to 15 Oct 2027KigaliUSD 1 800
8 to 12 Nov 2027DubaiUSD 1 800

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)