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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Telephone Skills
Customer Experience and Sales|5 days|Classroom or live online
Strategic Telephone Skills looks at this work from the level at which it is resourced and defended. The focus is on service recovery, complaint handling and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with customer journey mapping, voice of the customer programmes and needs analysis in their own organisation.
What delegates leave able to do
- Take ownership of customer journey mapping rather than escalating it, measured against recognised service design practice
- Review voice of the customer programmes and say plainly whether it is working
- Spot where needs analysis is failing before it becomes a finding
- Put customer retention on a footing they can defend to a reviewer
What the course covers
- Service recovery
- Complaint handling
- Customer journey mapping
- Voice of the customer programmes
- Needs analysis
- Customer retention
- Key account management
Who should attend
- sales representatives
- client relationship managers
- service desk staff
- contact centre team leaders
- branch managers
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
| 19 to 23 Oct 2026 | Johannesburg | R18 000 |
| 30 Nov to 4 Dec 2026 | Cape Town | R18 000 |
| 11 to 15 Jan 2027 | Accra | USD 1 800 |
| 22 to 26 Feb 2027 | Nairobi | USD 1 800 |
| 5 to 9 Apr 2027 | Lagos | USD 1 800 |
| 10 to 14 May 2027 | Johannesburg | R18 000 |
| 14 to 18 Jun 2027 | Kampala | USD 1 800 |
| 19 to 23 Jul 2027 | Pretoria | R18 000 |
| 23 to 27 Aug 2027 | Cape Town | R18 000 |
| 27 Sep to 1 Oct 2027 | Pretoria | R18 000 |
| 15 to 19 Nov 2027 | Kigali | USD 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)