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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Business Development for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers service standards and service level design from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with objection handling, telephone and contact centre skills and service recovery in their own organisation.
What delegates leave able to do
- Bring objection handling into line with current good practice, measured against consultative selling methodology
- Explain telephone and contact centre skills to someone who does not do the work
- Make a decision about service recovery without waiting for a specialist
- Review consultative selling and say plainly whether it is working
What the course covers
- Service standards
- Service level design
- Objection handling
- Telephone and contact centre skills
- Service recovery
- Consultative selling
- Pipeline management
Who should attend
- client relationship managers
- contact centre team leaders
- customer service managers
- branch managers
- sales representatives
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
| 30 Nov to 2 Dec 2026 | Online | USD 900 |
| 18 to 20 Jan 2027 | Johannesburg | R13 000 |
| 22 to 24 Feb 2027 | Port Louis | USD 1 500 |
| 29 to 31 Mar 2027 | Port Louis | USD 1 500 |
| 3 to 5 May 2027 | Harare | USD 1 500 |
| 7 to 9 Jun 2027 | Cape Town | R13 000 |
| 12 to 14 Jul 2027 | Durban | R13 000 |
| 23 to 25 Aug 2027 | Dubai | USD 1 500 |
| 11 to 13 Oct 2027 | Dubai | USD 1 500 |
| 8 to 10 Nov 2027 | Cape Town | R13 000 |
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)