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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Telephone Skills Auditing and Assurance
Customer Experience and Sales|3 days|Classroom or live online
This programme is written from the assurance side. Delegates learn to test whether proposal writing and complaint handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with upselling and cross selling, service standards and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Improve upselling and cross selling within their own organisation, measured against consultative selling methodology
- Explain service standards to someone who does not do the work
- Put voice of the customer programmes on a footing they can defend to a reviewer
- Make a decision about service recovery without waiting for a specialist
What the course covers
- Proposal writing
- Complaint handling
- Upselling and cross selling
- Service standards
- Voice of the customer programmes
- Service recovery
- Key account management
Who should attend
- service desk staff
- branch managers
- contact centre team leaders
- client relationship managers
- sales managers
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 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 21 Oct 2026 | Cape Town | R13 000 |
| 30 Nov to 2 Dec 2026 | Pretoria | R13 000 |
| 18 to 20 Jan 2027 | Durban | R13 000 |
| 1 to 3 Mar 2027 | Harare | USD 1 500 |
| 5 to 7 Apr 2027 | Lagos | USD 1 500 |
| 24 to 26 May 2027 | Online | USD 900 |
| 5 to 7 Jul 2027 | Online | USD 900 |
| 9 to 11 Aug 2027 | Nairobi | USD 1 500 |
| 13 to 15 Sep 2027 | Dubai | USD 1 500 |
| 18 to 20 Oct 2027 | Nairobi | USD 1 500 |
| 29 Nov to 1 Dec 2027 | Cairo | USD 1 500 |
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)