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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: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through voice of the customer programmes and upselling and cross selling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with customer retention, proposal writing and sales forecasting in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Review proposal writing and say plainly whether it is working
- Make a decision about sales forecasting without waiting for a specialist
- Bring objection handling into line with current good practice
What the course covers
- Voice of the customer programmes
- Upselling and cross selling
- Customer retention
- Proposal writing
- Sales forecasting
- Objection handling
- Telephone and contact centre skills
Who should attend
- sales managers
- contact centre team leaders
- client relationship 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
| 25 to 27 Jan 2027 | Cape Town | R13 000 |
| 22 to 24 Feb 2027 | Dubai | USD 1 500 |
| 5 to 7 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Kigali | USD 1 500 |
| 5 to 7 Jul 2027 | Dubai | USD 1 500 |
| 9 to 11 Aug 2027 | Pretoria | R13 000 |
| 20 to 22 Sep 2027 | Dar es Salaam | USD 1 500 |
| 18 to 20 Oct 2027 | Harare | USD 1 500 |
| 22 to 24 Nov 2027 | Johannesburg | 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)