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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

Customer Service Excellence for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Customer Service Excellence for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and customer journey mapping without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with complaint handling, customer retention and consultative selling in their own organisation.

What delegates leave able to do

  • Spot where complaint handling is failing before it becomes a finding, measured against recognised service design practice
  • Take ownership of customer retention rather than escalating it
  • Improve consultative selling within their own organisation
  • Explain pipeline management to someone who does not do the work

What the course covers

  • Negotiation in sales
  • Customer journey mapping
  • Complaint handling
  • Customer retention
  • Consultative selling
  • Pipeline management
  • Difficult conversations

Who should attend

  • customer service managers
  • contact centre team leaders
  • sales representatives
  • branch managers

Fees

South AfricaR10 000
Elsewhere in Africa and the GulfUSD 1 100
Live onlineUSD 900

Per delegate, for the full 2 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

12 to 13 Oct 2026OnlineUSD 900
30 Nov to 1 Dec 2026Port LouisUSD 1 100
11 to 12 Jan 2027GaboroneUSD 1 100
22 to 23 Feb 2027Cape TownR10 000
29 to 30 Mar 2027OnlineUSD 900
10 to 11 May 2027KampalaUSD 1 100
21 to 22 Jun 2027DurbanR10 000
19 to 20 Jul 2027PretoriaR10 000
30 to 31 Aug 2027DubaiUSD 1 100
4 to 5 Oct 2027OnlineUSD 900
1 to 2 Nov 2027Dar es SalaamUSD 1 100
29 to 30 Nov 2027AccraUSD 1 100

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)