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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Customer Service Excellence for Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Customer Service Excellence for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including objection handling, service recovery and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with upselling and cross selling, difficult conversations and pipeline management in their own organisation.
What delegates leave able to do
- Bring upselling and cross selling into line with current good practice, measured against consultative selling methodology
- Spot where difficult conversations is failing before it becomes a finding
- Make a decision about pipeline management without waiting for a specialist
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Objection handling
- Service recovery
- Upselling and cross selling
- Difficult conversations
- Pipeline management
- Customer journey mapping
- Customer retention
Who should attend
- customer service managers
- contact centre team leaders
- key account managers
- client relationship managers
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
| 18 to 20 Jan 2027 | Kigali | USD 1 500 |
| 15 to 17 Feb 2027 | Johannesburg | R13 000 |
| 22 to 24 Mar 2027 | Johannesburg | R13 000 |
| 26 to 28 Apr 2027 | Port Louis | USD 1 500 |
| 7 to 9 Jun 2027 | Accra | USD 1 500 |
| 5 to 7 Jul 2027 | Cape Town | R13 000 |
| 16 to 18 Aug 2027 | Kigali | USD 1 500 |
| 27 to 29 Sep 2027 | Johannesburg | R13 000 |
| 1 to 3 Nov 2027 | Dubai | USD 1 500 |
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)