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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 Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Telephone Skills for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including service level design, consultative selling and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with difficult conversations, service recovery and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of difficult conversations rather than escalating it, measured against consultative selling methodology
- Put service recovery on a footing they can defend to a reviewer
- Bring customer retention into line with current good practice
- Spot where complaint handling is failing before it becomes a finding
What the course covers
- Service level design
- Consultative selling
- Difficult conversations
- Service recovery
- Customer retention
- Complaint handling
- Service standards
Who should attend
- contact centre team leaders
- key account managers
- service desk staff
- customer service 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
| 16 to 18 Nov 2026 | Pretoria | R13 000 |
| 8 to 10 Feb 2027 | Windhoek | USD 1 500 |
| 29 to 31 Mar 2027 | Dar es Salaam | USD 1 500 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 24 to 26 May 2027 | Cape Town | R13 000 |
| 5 to 7 Jul 2027 | Dubai | USD 1 500 |
| 9 to 11 Aug 2027 | Johannesburg | R13 000 |
| 13 to 15 Sep 2027 | Johannesburg | R13 000 |
| 18 to 20 Oct 2027 | Online | USD 900 |
| 15 to 17 Nov 2027 | Dubai | 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)