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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Customer Service Excellence Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through service standards and negotiation in sales and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, objection handling and upselling and cross selling in their own organisation.
What delegates leave able to do
- Put complaint handling on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Take ownership of objection handling rather than escalating it
- Spot where upselling and cross selling is failing before it becomes a finding
- Bring needs analysis into line with current good practice
What the course covers
- Service standards
- Negotiation in sales
- Complaint handling
- Objection handling
- Upselling and cross selling
- Needs analysis
- Sales forecasting
Who should attend
- sales managers
- key account managers
- customer service managers
- service desk staff
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 | Lusaka | USD 1 500 |
| 1 to 3 Mar 2027 | Dubai | USD 1 500 |
| 5 to 7 Apr 2027 | Cape Town | R13 000 |
| 17 to 19 May 2027 | Online | USD 900 |
| 14 to 16 Jun 2027 | Lagos | USD 1 500 |
| 19 to 21 Jul 2027 | Dubai | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Pretoria | R13 000 |
| 4 to 6 Oct 2027 | Harare | USD 1 500 |
| 8 to 10 Nov 2027 | Pretoria | 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)