Telephone Skills in the Public Sector

Customer Experience and Sales|3 days|Classroom or live online

Telephone Skills in the Public Sector takes the discipline and works it through the constraints of this operating context, including voice of the customer programmes, complaint handling and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with pipeline management, customer journey mapping and objection handling in their own organisation.

What delegates leave able to do

Make a decision about pipeline management without waiting for a specialist, measured against the Consumer Protection Act
Take ownership of customer journey mapping rather than escalating it
Explain objection handling to someone who does not do the work
Improve service recovery within their own organisation

What the course covers

Voice of the customer programmes
Complaint handling
Pipeline management
Customer journey mapping
Objection handling
Service recovery
Service standards

Who should attend

client relationship managers
contact centre team leaders
key account managers
sales representatives

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

5 to 7 Oct 2026	Pretoria	R13 000
23 to 25 Nov 2026	Cairo	USD 1 500
15 to 17 Feb 2027	Durban	R13 000
15 to 17 Mar 2027	Pretoria	R13 000
26 to 28 Apr 2027	Durban	R13 000
7 to 9 Jun 2027	Durban	R13 000
19 to 21 Jul 2027	Cairo	USD 1 500
6 to 8 Sep 2027	Kigali	USD 1 500
18 to 20 Oct 2027	Lagos	USD 1 500
22 to 24 Nov 2027	Online	USD 900

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)