Voice of the Customer in the Public Sector

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

Voice of the Customer in the Public Sector takes the discipline and works it through the constraints of this operating context, including service standards, needs analysis 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 complaint handling, customer retention and proposal writing in their own organisation.

What delegates leave able to do

Put complaint handling on a footing they can defend to a reviewer, measured against consultative selling methodology
Review customer retention and say plainly whether it is working
Improve proposal writing within their own organisation
Bring consultative selling into line with current good practice

What the course covers

Service standards
Needs analysis
Complaint handling
Customer retention
Proposal writing
Consultative selling
Negotiation in sales

Who should attend

sales representatives
key account managers
service desk staff
contact centre team leaders

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

11 to 13 Jan 2027	Lusaka	USD 1 500
15 to 17 Feb 2027	Online	USD 900
29 to 31 Mar 2027	Nairobi	USD 1 500
10 to 12 May 2027	Online	USD 900
21 to 23 Jun 2027	Cairo	USD 1 500
2 to 4 Aug 2027	Durban	R13 000
13 to 15 Sep 2027	Durban	R13 000
11 to 13 Oct 2027	Cape Town	R13 000
29 Nov to 1 Dec 2027	Kigali	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)