Fundamentals of Service Level Design

Customer Experience and Sales|2 days|Classroom or live online

Fundamentals of Service Level Design is built for delegates who need to be useful in this area quickly. It starts at first principles and works through pipeline management and objection handling without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with customer retention, needs analysis and consultative selling in their own organisation.

What delegates leave able to do

Review customer retention and say plainly whether it is working, measured against consultative selling methodology
Bring needs analysis into line with current good practice
Make a decision about consultative selling without waiting for a specialist
Take ownership of service standards rather than escalating it

What the course covers

Pipeline management
Objection handling
Customer retention
Needs analysis
Consultative selling
Service standards
Complaint handling

Who should attend

branch managers
key account managers
client relationship managers
customer service 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

26 to 27 Oct 2026	Online	USD 900
11 to 12 Jan 2027	Port Louis	USD 1 100
15 to 16 Feb 2027	Nairobi	USD 1 100
29 to 30 Mar 2027	Pretoria	R10 000
10 to 11 May 2027	Pretoria	R10 000
21 to 22 Jun 2027	Johannesburg	R10 000
26 to 27 Jul 2027	Port Louis	USD 1 100
30 to 31 Aug 2027	Pretoria	R10 000
11 to 12 Oct 2027	Johannesburg	R10 000
15 to 16 Nov 2027	Dar es Salaam	USD 1 100

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)