Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Voice of the Customer
Customer Experience and Sales|5 days|Classroom or live online
Strategic Voice of the Customer looks at this work from the level at which it is resourced and defended. The focus is on upselling and cross selling, service recovery 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 pipeline management, telephone and contact centre skills and difficult conversations in their own organisation.
What delegates leave able to do
- Make a decision about pipeline management without waiting for a specialist, measured against consultative selling methodology
- Bring telephone and contact centre skills into line with current good practice
- Improve difficult conversations within their own organisation
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Service recovery
- Pipeline management
- Telephone and contact centre skills
- Difficult conversations
- Proposal writing
- Service level design
Who should attend
- sales managers
- sales representatives
- client relationship managers
- customer service managers
- service desk staff
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
| 23 to 27 Nov 2026 | Gaborone | USD 1 800 |
| 15 to 19 Feb 2027 | Lusaka | USD 1 800 |
| 29 Mar to 2 Apr 2027 | Durban | R18 000 |
| 3 to 7 May 2027 | Harare | USD 1 800 |
| 14 to 18 Jun 2027 | Dubai | USD 1 800 |
| 19 to 23 Jul 2027 | Pretoria | R18 000 |
| 23 to 27 Aug 2027 | Pretoria | R18 000 |
| 4 to 8 Oct 2027 | Pretoria | R18 000 |
| 8 to 12 Nov 2027 | Dar es Salaam | 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)