Voice of the Customer for Managers

Customer Experience and Sales|3 days|Classroom or live online

This programme is for the person accountable for the work rather than the person doing it. It covers customer retention and service level design from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with key account management, voice of the customer programmes and negotiation in sales in their own organisation.

What delegates leave able to do

Improve key account management within their own organisation, measured against the Consumer Protection Act
Bring voice of the customer programmes into line with current good practice
Explain negotiation in sales to someone who does not do the work
Review customer journey mapping and say plainly whether it is working

What the course covers

Customer retention
Service level design
Key account management
Voice of the customer programmes
Negotiation in sales
Customer journey mapping
Complaint handling

Who should attend

branch managers
sales managers
sales representatives
contact centre team leaders
key account 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

2 to 4 Nov 2026	Cape Town	R13 000
1 to 3 Feb 2027	Online	USD 900
8 to 10 Mar 2027	Durban	R13 000
19 to 21 Apr 2027	Johannesburg	R13 000
17 to 19 May 2027	Kigali	USD 1 500
21 to 23 Jun 2027	Online	USD 900
2 to 4 Aug 2027	Online	USD 900
30 Aug to 1 Sep 2027	Lusaka	USD 1 500
11 to 13 Oct 2027	Kampala	USD 1 500
22 to 24 Nov 2027	Accra	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)