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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 Voice of the Customer
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 service standards 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 needs analysis, service recovery and key account management in their own organisation.
What delegates leave able to do
- Bring needs analysis into line with current good practice, measured against consultative selling methodology
- Put service recovery on a footing they can defend to a reviewer
- Take ownership of key account management rather than escalating it
- Explain customer retention to someone who does not do the work
What the course covers
- Service level design
- Service standards
- Needs analysis
- Service recovery
- Key account management
- Customer retention
- Pipeline management
Who should attend
- key account managers
- customer service managers
- sales representatives
- 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
| 28 to 30 Sep 2026 | Durban | R13 000 |
| 2 to 4 Nov 2026 | Pretoria | R13 000 |
| 30 Nov to 2 Dec 2026 | Windhoek | USD 1 500 |
| 4 to 6 Jan 2027 | Johannesburg | R13 000 |
| 15 to 17 Feb 2027 | Online | USD 900 |
| 22 to 24 Mar 2027 | Online | USD 900 |
| 3 to 5 May 2027 | Pretoria | R13 000 |
| 7 to 9 Jun 2027 | Dubai | USD 1 500 |
| 12 to 14 Jul 2027 | Dar es Salaam | USD 1 500 |
| 9 to 11 Aug 2027 | Harare | USD 1 500 |
| 6 to 8 Sep 2027 | Pretoria | R13 000 |
| 4 to 6 Oct 2027 | Cape Town | 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)