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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 Recovery
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 recovery and proposal writing as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with customer retention, customer journey mapping and key account management in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Improve customer journey mapping within their own organisation
- Take ownership of key account management rather than escalating it
- Make a decision about complaint handling without waiting for a specialist
What the course covers
- Service recovery
- Proposal writing
- Customer retention
- Customer journey mapping
- Key account management
- Complaint handling
- Telephone and contact centre skills
Who should attend
- customer service managers
- branch managers
- sales representatives
- sales 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
| 5 to 7 Oct 2026 | Durban | R13 000 |
| 16 to 18 Nov 2026 | Port Louis | USD 1 500 |
| 18 to 20 Jan 2027 | Cape Town | R13 000 |
| 22 to 24 Feb 2027 | Nairobi | USD 1 500 |
| 5 to 7 Apr 2027 | Durban | R13 000 |
| 10 to 12 May 2027 | Harare | USD 1 500 |
| 14 to 16 Jun 2027 | Cape Town | R13 000 |
| 26 to 28 Jul 2027 | Cape Town | R13 000 |
| 30 Aug to 1 Sep 2027 | Lagos | USD 1 500 |
| 18 to 20 Oct 2027 | Harare | 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)