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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Difficult Customer Conversations
Customer Experience and Sales|5 days|Classroom or live online
Strategic Difficult Customer Conversations looks at this work from the level at which it is resourced and defended. The focus is on telephone and contact centre skills, upselling and cross selling and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with service standards, sales forecasting and objection handling in their own organisation.
What delegates leave able to do
- Put service standards on a footing they can defend to a reviewer, measured against recognised service design practice
- Improve sales forecasting within their own organisation
- Spot where objection handling is failing before it becomes a finding
- Bring service level design into line with current good practice
What the course covers
- Telephone and contact centre skills
- Upselling and cross selling
- Service standards
- Sales forecasting
- Objection handling
- Service level design
- Proposal writing
Who should attend
- service desk staff
- contact centre team leaders
- key account managers
- customer service 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
| 2 to 6 Nov 2026 | Nairobi | USD 1 800 |
| 1 to 5 Feb 2027 | Windhoek | USD 1 800 |
| 15 to 19 Mar 2027 | Online | USD 900 |
| 19 to 23 Apr 2027 | Pretoria | R18 000 |
| 17 to 21 May 2027 | Harare | USD 1 800 |
| 21 to 25 Jun 2027 | Kigali | USD 1 800 |
| 2 to 6 Aug 2027 | Cape Town | R18 000 |
| 13 to 17 Sep 2027 | Cape Town | R18 000 |
| 18 to 22 Oct 2027 | Lagos | USD 1 800 |
| 15 to 19 Nov 2027 | Pretoria | 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)