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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
Customer Experience and Sales|3 days|Classroom or live online
This Voice of the Customer programme gives delegates a working command of upselling and cross selling and negotiation in sales, grounded in recognised service design practice. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with service level design, needs analysis and customer journey mapping in their own organisation.
What delegates leave able to do
- Spot where service level design is failing before it becomes a finding, measured against recognised service design practice
- Review needs analysis and say plainly whether it is working
- Explain customer journey mapping to someone who does not do the work
- Improve customer retention within their own organisation
What the course covers
- Upselling and cross selling
- Negotiation in sales
- Service level design
- Needs analysis
- Customer journey mapping
- Customer retention
- Sales forecasting
Who should attend
- client relationship managers
- key account managers
- service desk staff
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
| 28 to 30 Sep 2026 | Pretoria | R13 000 |
| 9 to 11 Nov 2026 | Pretoria | R13 000 |
| 25 to 27 Jan 2027 | Nairobi | USD 1 500 |
| 15 to 17 Mar 2027 | Pretoria | R13 000 |
| 12 to 14 Apr 2027 | Pretoria | R13 000 |
| 17 to 19 May 2027 | Lagos | USD 1 500 |
| 28 to 30 Jun 2027 | Durban | R13 000 |
| 16 to 18 Aug 2027 | Pretoria | R13 000 |
| 27 to 29 Sep 2027 | Pretoria | R13 000 |
| 8 to 10 Nov 2027 | Harare | 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)