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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 for Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Voice of the Customer for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including key account management, voice of the customer programmes and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with consultative selling, pipeline management and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Bring consultative selling into line with current good practice, measured against the Consumer Protection Act
- Make a decision about pipeline management without waiting for a specialist
- Put telephone and contact centre skills on a footing they can defend to a reviewer
- Spot where upselling and cross selling is failing before it becomes a finding
What the course covers
- Key account management
- Voice of the customer programmes
- Consultative selling
- Pipeline management
- Telephone and contact centre skills
- Upselling and cross selling
- Proposal writing
Who should attend
- service desk staff
- customer service managers
- sales representatives
- sales 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
| 30 Nov to 2 Dec 2026 | Online | USD 900 |
| 11 to 13 Jan 2027 | Cape Town | R13 000 |
| 22 to 24 Feb 2027 | Cape Town | R13 000 |
| 5 to 7 Apr 2027 | Cape Town | R13 000 |
| 3 to 5 May 2027 | Nairobi | USD 1 500 |
| 21 to 23 Jun 2027 | Online | USD 900 |
| 26 to 28 Jul 2027 | Dar es Salaam | USD 1 500 |
| 23 to 25 Aug 2027 | Cape Town | R13 000 |
| 4 to 6 Oct 2027 | Durban | R13 000 |
| 8 to 10 Nov 2027 | Durban | 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)