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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Voice of the Customer Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through voice of the customer programmes and telephone and contact centre skills and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with negotiation in sales, customer journey mapping and needs analysis in their own organisation.
What delegates leave able to do
- Take ownership of negotiation in sales rather than escalating it, measured against consultative selling methodology
- Make a decision about customer journey mapping without waiting for a specialist
- Put needs analysis on a footing they can defend to a reviewer
- Spot where sales forecasting is failing before it becomes a finding
What the course covers
- Voice of the customer programmes
- Telephone and contact centre skills
- Negotiation in sales
- Customer journey mapping
- Needs analysis
- Sales forecasting
- Service standards
Who should attend
- service desk staff
- key account managers
- sales representatives
- branch 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
| 9 to 11 Nov 2026 | Kigali | USD 1 500 |
| 25 to 27 Jan 2027 | Durban | R13 000 |
| 15 to 17 Mar 2027 | Durban | R13 000 |
| 26 to 28 Apr 2027 | Pretoria | R13 000 |
| 7 to 9 Jun 2027 | Dar es Salaam | USD 1 500 |
| 12 to 14 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Accra | USD 1 500 |
| 11 to 13 Oct 2027 | Lagos | USD 1 500 |
| 15 to 17 Nov 2027 | Pretoria | 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)