Telephone Skills for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Telephone Skills for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and difficult conversations without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with pipeline management, service level design and consultative selling in their own organisation.

What delegates leave able to do

Put pipeline management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
Take ownership of service level design rather than escalating it
Improve consultative selling within their own organisation
Explain telephone and contact centre skills to someone who does not do the work

What the course covers

Voice of the customer programmes
Difficult conversations
Pipeline management
Service level design
Consultative selling
Telephone and contact centre skills
Proposal writing

Who should attend

client relationship managers
key account managers
customer service managers
service desk staff

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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

16 to 17 Nov 2026	Lagos	USD 1 100
25 to 26 Jan 2027	Johannesburg	R10 000
22 to 23 Feb 2027	Cape Town	R10 000
29 to 30 Mar 2027	Pretoria	R10 000
3 to 4 May 2027	Kampala	USD 1 100
31 May to 1 Jun 2027	Kigali	USD 1 100
28 to 29 Jun 2027	Dar es Salaam	USD 1 100
2 to 3 Aug 2027	Johannesburg	R10 000
6 to 7 Sep 2027	Durban	R10 000
25 to 26 Oct 2027	Durban	R10 000
29 to 30 Nov 2027	Dubai	USD 1 100

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)