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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Digital Transformation in Service Level Design
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 customer journey mapping and telephone and contact centre skills 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 objection handling, key account management and service standards in their own organisation.
What delegates leave able to do
- Bring objection handling into line with current good practice, measured against the Consumer Protection Act
- Explain key account management to someone who does not do the work
- Take ownership of service standards rather than escalating it
- Improve proposal writing within their own organisation
What the course covers
- Customer journey mapping
- Telephone and contact centre skills
- Objection handling
- Key account management
- Service standards
- Proposal writing
- Service recovery
Who should attend
- contact centre team leaders
- customer service managers
- sales 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
| 9 to 11 Nov 2026 | Harare | USD 1 500 |
| 8 to 10 Feb 2027 | Online | USD 900 |
| 15 to 17 Mar 2027 | Online | USD 900 |
| 19 to 21 Apr 2027 | Nairobi | USD 1 500 |
| 24 to 26 May 2027 | Pretoria | R13 000 |
| 28 to 30 Jun 2027 | Pretoria | R13 000 |
| 26 to 28 Jul 2027 | Cape Town | R13 000 |
| 6 to 8 Sep 2027 | Pretoria | R13 000 |
| 11 to 13 Oct 2027 | Lagos | USD 1 500 |
| 22 to 24 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)