Skip to content

Training across Africa, the Middle East and live online

069 221 6943

ISP TrainingsInnovative Special Projects

Arrow keys to moveEnter to openEsc to close

Print this page or save it as a PDF to circulate internally.

Back to the course
Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Telephone Skills Masterclass

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into service standards, sales forecasting and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, customer retention and proposal writing in their own organisation.

What delegates leave able to do

  • Put difficult conversations on a footing they can defend to a reviewer, measured against consultative selling methodology
  • Spot where customer retention is failing before it becomes a finding
  • Explain proposal writing to someone who does not do the work
  • Review complaint handling and say plainly whether it is working

What the course covers

  • Service standards
  • Sales forecasting
  • Difficult conversations
  • Customer retention
  • Proposal writing
  • Complaint handling
  • Pipeline management

Who should attend

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

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 900

Per delegate, for the full 5 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

26 to 30 Oct 2026KampalaUSD 1 800
23 to 27 Nov 2026Cape TownR18 000
11 to 15 Jan 2027NairobiUSD 1 800
22 to 26 Feb 2027KigaliUSD 1 800
29 Mar to 2 Apr 2027DurbanR18 000
26 to 30 Apr 2027OnlineUSD 900
31 May to 4 Jun 2027DubaiUSD 1 800
19 to 23 Jul 2027NairobiUSD 1 800
30 Aug to 3 Sep 2027Cape TownR18 000
11 to 15 Oct 2027DurbanR18 000
22 to 26 Nov 2027NairobiUSD 1 800

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)