Skip to content

Training across Africa, the Middle East and live online

069 221 6943

ISP TrainingsInnovative Special Projects

Arrow keys to moveEnter to openEsc to close

Print this page or save it as a PDF to circulate internally.

Back to the course
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 Masterclass

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 standards, telephone and contact centre skills and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with upselling and cross selling, needs analysis and key account management in their own organisation.

What delegates leave able to do

  • Explain upselling and cross selling to someone who does not do the work, measured against the Consumer Protection Act
  • Improve needs analysis within their own organisation
  • Review key account management and say plainly whether it is working
  • Make a decision about voice of the customer programmes without waiting for a specialist

What the course covers

  • Service standards
  • Telephone and contact centre skills
  • Upselling and cross selling
  • Needs analysis
  • Key account management
  • Voice of the customer programmes
  • Consultative selling

Who should attend

  • service desk staff
  • contact centre team leaders
  • sales managers
  • customer service managers
  • client relationship managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 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

5 to 9 Oct 2026OnlineUSD 900
16 to 20 Nov 2026LagosUSD 1 800
4 to 8 Jan 2027PretoriaR18 000
22 to 26 Feb 2027JohannesburgR18 000
12 to 16 Apr 2027JohannesburgR18 000
17 to 21 May 2027LusakaUSD 1 800
21 to 25 Jun 2027CairoUSD 1 800
19 to 23 Jul 2027Dar es SalaamUSD 1 800
30 Aug to 3 Sep 2027PretoriaR18 000
27 Sep to 1 Oct 2027PretoriaR18 000
15 to 19 Nov 2027OnlineUSD 900

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)