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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Telephone Skills Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through sales forecasting and complaint handling and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with service recovery, telephone and contact centre skills and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Review service recovery and say plainly whether it is working, measured against consultative selling methodology
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Improve voice of the customer programmes within their own organisation
- Make a decision about upselling and cross selling without waiting for a specialist
What the course covers
- Sales forecasting
- Complaint handling
- Service recovery
- Telephone and contact centre skills
- Voice of the customer programmes
- Upselling and cross selling
- Negotiation in sales
Who should attend
- customer service managers
- key account managers
- sales managers
- client relationship 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
| 26 to 28 Oct 2026 | Pretoria | R13 000 |
| 23 to 25 Nov 2026 | Durban | R13 000 |
| 25 to 27 Jan 2027 | Kampala | USD 1 500 |
| 22 to 24 Feb 2027 | Port Louis | USD 1 500 |
| 29 to 31 Mar 2027 | Online | USD 900 |
| 10 to 12 May 2027 | Pretoria | R13 000 |
| 14 to 16 Jun 2027 | Online | USD 900 |
| 19 to 21 Jul 2027 | Johannesburg | R13 000 |
| 6 to 8 Sep 2027 | Pretoria | R13 000 |
| 4 to 6 Oct 2027 | Lagos | USD 1 500 |
| 22 to 24 Nov 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.
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