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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Key Account Management
Customer Experience and Sales|5 days|Classroom or live online
Strategic Key Account Management looks at this work from the level at which it is resourced and defended. The focus is on customer retention, key account management 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 service recovery, objection handling and complaint handling in their own organisation.
What delegates leave able to do
- Make a decision about service recovery without waiting for a specialist, measured against the Consumer Protection Act
- Review objection handling and say plainly whether it is working
- Bring complaint handling into line with current good practice
- Take ownership of voice of the customer programmes rather than escalating it
What the course covers
- Customer retention
- Key account management
- Service recovery
- Objection handling
- Complaint handling
- Voice of the customer programmes
- Pipeline management
Who should attend
- key account managers
- sales managers
- branch 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
| 9 to 13 Nov 2026 | Harare | USD 1 800 |
| 11 to 15 Jan 2027 | Nairobi | USD 1 800 |
| 22 to 26 Feb 2027 | Johannesburg | R18 000 |
| 29 Mar to 2 Apr 2027 | Johannesburg | R18 000 |
| 3 to 7 May 2027 | Accra | USD 1 800 |
| 14 to 18 Jun 2027 | Pretoria | R18 000 |
| 19 to 23 Jul 2027 | Online | USD 900 |
| 23 to 27 Aug 2027 | Nairobi | USD 1 800 |
| 27 Sep to 1 Oct 2027 | Nairobi | USD 1 800 |
| 1 to 5 Nov 2027 | Johannesburg | 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)