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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Fundamentals of Customer Service Excellence
Customer Experience and Sales|2 days|Classroom or live online
Fundamentals of Customer Service Excellence is built for delegates who need to be useful in this area quickly. It starts at first principles and works through negotiation in sales and voice of the customer programmes without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with sales forecasting, complaint handling and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Take ownership of sales forecasting rather than escalating it, measured against recognised service design practice
- Put complaint handling on a footing they can defend to a reviewer
- Review telephone and contact centre skills and say plainly whether it is working
- Spot where service standards is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Voice of the customer programmes
- Sales forecasting
- Complaint handling
- Telephone and contact centre skills
- Service standards
- Objection handling
Who should attend
- customer service managers
- contact centre team leaders
- branch managers
- key account managers
Fees
| South Africa | R10 000 |
| Elsewhere in Africa and the Gulf | USD 1 100 |
| Live online | USD 900 |
Per delegate, for the full 2 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
| 19 to 20 Oct 2026 | Windhoek | USD 1 100 |
| 30 Nov to 1 Dec 2026 | Online | USD 900 |
| 11 to 12 Jan 2027 | Johannesburg | R10 000 |
| 15 to 16 Feb 2027 | Pretoria | R10 000 |
| 15 to 16 Mar 2027 | Johannesburg | R10 000 |
| 3 to 4 May 2027 | Nairobi | USD 1 100 |
| 7 to 8 Jun 2027 | Lusaka | USD 1 100 |
| 12 to 13 Jul 2027 | Johannesburg | R10 000 |
| 23 to 24 Aug 2027 | Dubai | USD 1 100 |
| 27 to 28 Sep 2027 | Cape Town | R10 000 |
| 8 to 9 Nov 2027 | Pretoria | R10 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)