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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 Recovery
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 upselling and cross selling, negotiation in sales and the judgement calls that sit outside recognised service design practice. 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 consultative selling, sales forecasting and complaint handling in their own organisation.
What delegates leave able to do
- Improve consultative selling within their own organisation, measured against recognised service design practice
- Bring sales forecasting into line with current good practice
- Explain complaint handling to someone who does not do the work
- Put proposal writing on a footing they can defend to a reviewer
What the course covers
- Upselling and cross selling
- Negotiation in sales
- Consultative selling
- Sales forecasting
- Complaint handling
- Proposal writing
- Service standards
Who should attend
- key account managers
- contact centre team leaders
- service desk staff
- sales managers
- client relationship 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
| 9 to 13 Nov 2026 | Johannesburg | R18 000 |
| 25 to 29 Jan 2027 | Windhoek | USD 1 800 |
| 1 to 5 Mar 2027 | Windhoek | USD 1 800 |
| 19 to 23 Apr 2027 | Pretoria | R18 000 |
| 7 to 11 Jun 2027 | Johannesburg | R18 000 |
| 12 to 16 Jul 2027 | Kigali | USD 1 800 |
| 9 to 13 Aug 2027 | Harare | USD 1 800 |
| 20 to 24 Sep 2027 | Dubai | USD 1 800 |
| 25 to 29 Oct 2027 | Lagos | 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)