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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

Digital Transformation in Customer Service Excellence

Customer Experience and Sales|3 days|Classroom or live online

This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service level design and difficult conversations as they stand today and where they are heading. The shift is worth understanding because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, needs analysis and service standards in their own organisation.

What delegates leave able to do

  • Bring complaint handling into line with current good practice, measured against the Consumer Protection Act
  • Spot where needs analysis is failing before it becomes a finding
  • Explain service standards to someone who does not do the work
  • Put service recovery on a footing they can defend to a reviewer

What the course covers

  • Service level design
  • Difficult conversations
  • Complaint handling
  • Needs analysis
  • Service standards
  • Service recovery
  • Negotiation in sales

Who should attend

  • sales representatives
  • contact centre team leaders
  • customer service managers
  • service desk staff

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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

23 to 25 Nov 2026CairoUSD 1 500
11 to 13 Jan 2027DubaiUSD 1 500
22 to 24 Feb 2027OnlineUSD 900
12 to 14 Apr 2027JohannesburgR13 000
17 to 19 May 2027KampalaUSD 1 500
21 to 23 Jun 2027KampalaUSD 1 500
26 to 28 Jul 2027Cape TownR13 000
30 Aug to 1 Sep 2027OnlineUSD 900
11 to 13 Oct 2027OnlineUSD 900
15 to 17 Nov 2027DubaiUSD 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)