Voice of the Customer for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Voice of the Customer for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through upselling and cross selling and complaint handling without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with consultative selling, service level design and key account management in their own organisation.

What delegates leave able to do

Make a decision about consultative selling without waiting for a specialist, measured against the Consumer Protection Act
Spot where service level design is failing before it becomes a finding
Review key account management and say plainly whether it is working
Improve voice of the customer programmes within their own organisation

What the course covers

Upselling and cross selling
Complaint handling
Consultative selling
Service level design
Key account management
Voice of the customer programmes
Proposal writing

Who should attend

client relationship managers
branch managers
key account managers
service desk staff

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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

16 to 17 Nov 2026	Nairobi	USD 1 100
1 to 2 Feb 2027	Pretoria	R10 000
8 to 9 Mar 2027	Dubai	USD 1 100
12 to 13 Apr 2027	Dar es Salaam	USD 1 100
17 to 18 May 2027	Johannesburg	R10 000
28 to 29 Jun 2027	Durban	R10 000
9 to 10 Aug 2027	Dar es Salaam	USD 1 100
20 to 21 Sep 2027	Online	USD 900
25 to 26 Oct 2027	Pretoria	R10 000
29 to 30 Nov 2027	Accra	USD 1 100

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)