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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 for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and proposal writing from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer retention, objection handling and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Improve customer retention within their own organisation, measured against the Consumer Protection Act
- Put objection handling on a footing they can defend to a reviewer
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Explain complaint handling to someone who does not do the work
What the course covers
- Upselling and cross selling
- Proposal writing
- Customer retention
- Objection handling
- Telephone and contact centre skills
- Complaint handling
- Service standards
Who should attend
- customer service managers
- branch managers
- service desk staff
- contact centre team leaders
- key account 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
| 30 Nov to 2 Dec 2026 | Johannesburg | R13 000 |
| 11 to 13 Jan 2027 | Nairobi | USD 1 500 |
| 8 to 10 Feb 2027 | Pretoria | R13 000 |
| 22 to 24 Mar 2027 | Kampala | USD 1 500 |
| 3 to 5 May 2027 | Johannesburg | R13 000 |
| 7 to 9 Jun 2027 | Pretoria | R13 000 |
| 12 to 14 Jul 2027 | Nairobi | USD 1 500 |
| 23 to 25 Aug 2027 | Kampala | USD 1 500 |
| 20 to 22 Sep 2027 | Kampala | USD 1 500 |
| 1 to 3 Nov 2027 | Johannesburg | R13 000 |
| 29 Nov to 1 Dec 2027 | Johannesburg | R13 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)