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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
Customer Experience and Sales|3 days|Classroom or live online
This Telephone Skills programme gives delegates a working command of service level design and customer retention, grounded in recognised service design practice. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with objection handling, service recovery and proposal writing in their own organisation.
What delegates leave able to do
- Spot where objection handling is failing before it becomes a finding, measured against recognised service design practice
- Put service recovery on a footing they can defend to a reviewer
- Review proposal writing and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Service level design
- Customer retention
- Objection handling
- Service recovery
- Proposal writing
- Voice of the customer programmes
- Difficult conversations
Who should attend
- client relationship managers
- key account managers
- 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
| 23 to 25 Nov 2026 | Johannesburg | R13 000 |
| 4 to 6 Jan 2027 | Kampala | USD 1 500 |
| 8 to 10 Feb 2027 | Pretoria | R13 000 |
| 8 to 10 Mar 2027 | Johannesburg | R13 000 |
| 12 to 14 Apr 2027 | Pretoria | R13 000 |
| 31 May to 2 Jun 2027 | Johannesburg | R13 000 |
| 5 to 7 Jul 2027 | Pretoria | R13 000 |
| 2 to 4 Aug 2027 | Pretoria | R13 000 |
| 20 to 22 Sep 2027 | Durban | R13 000 |
| 1 to 3 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)