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069 221 6943

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Advanced Retail Management

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 service standards, pipeline management 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 customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service level design, service recovery and customer journey mapping in their own organisation.

What delegates leave able to do

  • Bring service level design into line with current good practice, measured against the Consumer Protection Act
  • Review service recovery and say plainly whether it is working
  • Put customer journey mapping on a footing they can defend to a reviewer
  • Improve proposal writing within their own organisation

What the course covers

  • Service standards
  • Pipeline management
  • Service level design
  • Service recovery
  • Customer journey mapping
  • Proposal writing
  • Customer retention

Who should attend

  • sales managers
  • key account managers
  • service desk staff
  • customer service managers
  • branch managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 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

16 to 20 Nov 2026KigaliUSD 1 800
1 to 5 Feb 2027DubaiUSD 1 800
8 to 12 Mar 2027AccraUSD 1 800
19 to 23 Apr 2027JohannesburgR18 000
17 to 21 May 2027KigaliUSD 1 800
28 Jun to 2 Jul 2027NairobiUSD 1 800
2 to 6 Aug 2027DurbanR18 000
20 to 24 Sep 2027KigaliUSD 1 800
25 to 29 Oct 2027OnlineUSD 900

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)