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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Customer Service Excellence
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 complaint handling, service standards and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with sales forecasting, proposal writing and customer retention in their own organisation.
What delegates leave able to do
- Spot where sales forecasting is failing before it becomes a finding, measured against the Consumer Protection Act
- Explain proposal writing to someone who does not do the work
- Put customer retention on a footing they can defend to a reviewer
- Bring key account management into line with current good practice
What the course covers
- Complaint handling
- Service standards
- Sales forecasting
- Proposal writing
- Customer retention
- Key account management
- Negotiation in sales
Who should attend
- contact centre team leaders
- branch managers
- sales managers
- key account managers
- 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
| 5 to 9 Oct 2026 | Nairobi | USD 1 800 |
| 16 to 20 Nov 2026 | Johannesburg | R18 000 |
| 4 to 8 Jan 2027 | Pretoria | R18 000 |
| 22 to 26 Feb 2027 | Nairobi | USD 1 800 |
| 22 to 26 Mar 2027 | Johannesburg | R18 000 |
| 3 to 7 May 2027 | Pretoria | R18 000 |
| 14 to 18 Jun 2027 | Pretoria | R18 000 |
| 2 to 6 Aug 2027 | Dubai | USD 1 800 |
| 13 to 17 Sep 2027 | Pretoria | R18 000 |
| 18 to 22 Oct 2027 | Lusaka | USD 1 800 |
| 22 to 26 Nov 2027 | Kampala | 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)