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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Voice of the Customer Auditing and Assurance
Customer Experience and Sales|3 days|Classroom or live online
This programme is written from the assurance side. Delegates learn to test whether negotiation in sales and needs analysis are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with customer retention, complaint handling and proposal writing in their own organisation.
What delegates leave able to do
- Explain customer retention to someone who does not do the work, measured against recognised service design practice
- Bring complaint handling into line with current good practice
- Improve proposal writing within their own organisation
- Spot where service recovery is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Needs analysis
- Customer retention
- Complaint handling
- Proposal writing
- Service recovery
- Objection handling
Who should attend
- key account managers
- contact centre team leaders
- client relationship managers
- sales managers
- service desk staff
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 | Cape Town | R13 000 |
| 23 to 25 Nov 2026 | Nairobi | USD 1 500 |
| 1 to 3 Feb 2027 | Port Louis | USD 1 500 |
| 1 to 3 Mar 2027 | Pretoria | R13 000 |
| 12 to 14 Apr 2027 | Windhoek | USD 1 500 |
| 31 May to 2 Jun 2027 | Johannesburg | R13 000 |
| 28 to 30 Jun 2027 | Cairo | USD 1 500 |
| 26 to 28 Jul 2027 | Cape Town | R13 000 |
| 30 Aug to 1 Sep 2027 | Johannesburg | R13 000 |
| 11 to 13 Oct 2027 | Johannesburg | R13 000 |
| 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.
Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)