Voice of the Customer Masterclass

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into negotiation in sales, key account management and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with telephone and contact centre skills, voice of the customer programmes and customer retention in their own organisation.

What delegates leave able to do

Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
Bring voice of the customer programmes into line with current good practice
Make a decision about customer retention without waiting for a specialist
Put consultative selling on a footing they can defend to a reviewer

What the course covers

Negotiation in sales
Key account management
Telephone and contact centre skills
Voice of the customer programmes
Customer retention
Consultative selling
Customer journey mapping

Who should attend

client relationship managers
service desk staff
customer service managers
contact centre team leaders
sales representatives

Fees

South Africa	R18 000
Elsewhere in Africa and the Gulf	USD 1 800
Live online	USD 900

Per delegate, for the full 5 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

19 to 23 Oct 2026	Harare	USD 1 800
30 Nov to 4 Dec 2026	Johannesburg	R18 000
4 to 8 Jan 2027	Cape Town	R18 000
1 to 5 Feb 2027	Durban	R18 000
15 to 19 Mar 2027	Pretoria	R18 000
19 to 23 Apr 2027	Pretoria	R18 000
24 to 28 May 2027	Durban	R18 000
12 to 16 Jul 2027	Online	USD 900
16 to 20 Aug 2027	Online	USD 900
27 Sep to 1 Oct 2027	Johannesburg	R18 000
8 to 12 Nov 2027	Lusaka	USD 1 800

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)