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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: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and upselling and cross selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with service standards, key account management and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Bring service standards into line with current good practice, measured against recognised service design practice
- Put key account management on a footing they can defend to a reviewer
- Improve voice of the customer programmes within their own organisation
- Explain objection handling to someone who does not do the work
What the course covers
- Telephone and contact centre skills
- Upselling and cross selling
- Service standards
- Key account management
- Voice of the customer programmes
- Objection handling
- Customer retention
Who should attend
- sales managers
- client relationship 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
| 30 Nov to 2 Dec 2026 | Durban | R13 000 |
| 18 to 20 Jan 2027 | Nairobi | USD 1 500 |
| 8 to 10 Mar 2027 | Port Louis | USD 1 500 |
| 12 to 14 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Pretoria | R13 000 |
| 21 to 23 Jun 2027 | Johannesburg | R13 000 |
| 9 to 11 Aug 2027 | Kigali | USD 1 500 |
| 20 to 22 Sep 2027 | Kampala | USD 1 500 |
| 25 to 27 Oct 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)