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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Service Level Design
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 level design, customer journey mapping and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with pipeline management, key account management and service standards in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against consultative selling methodology
- Take ownership of key account management rather than escalating it
- Spot where service standards is failing before it becomes a finding
- Review upselling and cross selling and say plainly whether it is working
What the course covers
- Service level design
- Customer journey mapping
- Pipeline management
- Key account management
- Service standards
- Upselling and cross selling
- Negotiation in sales
Who should attend
- contact centre team leaders
- sales managers
- client relationship managers
- key account managers
- branch managers
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
| 30 Nov to 4 Dec 2026 | Windhoek | USD 1 800 |
| 11 to 15 Jan 2027 | Cape Town | R18 000 |
| 15 to 19 Feb 2027 | Durban | R18 000 |
| 22 to 26 Mar 2027 | Kampala | USD 1 800 |
| 26 to 30 Apr 2027 | Johannesburg | R18 000 |
| 31 May to 4 Jun 2027 | Online | USD 900 |
| 19 to 23 Jul 2027 | Pretoria | R18 000 |
| 23 to 27 Aug 2027 | Port Louis | USD 1 800 |
| 27 Sep to 1 Oct 2027 | Durban | R18 000 |
| 25 to 29 Oct 2027 | Kigali | 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)