Fundamentals of Service Recovery

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

Fundamentals of Service Recovery is built for delegates who need to be useful in this area quickly. It starts at first principles and works through telephone and contact centre skills and service standards 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 journey mapping, proposal writing and needs analysis in their own organisation.

What delegates leave able to do

Review customer journey mapping and say plainly whether it is working, measured against consultative selling methodology
Improve proposal writing within their own organisation
Bring needs analysis into line with current good practice
Make a decision about customer retention without waiting for a specialist

What the course covers

Telephone and contact centre skills
Service standards
Customer journey mapping
Proposal writing
Needs analysis
Customer retention
Service recovery

Who should attend

client relationship managers
customer service managers
sales representatives
sales 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	Online	USD 900
23 to 24 Nov 2026	Durban	R10 000
25 to 26 Jan 2027	Online	USD 900
1 to 2 Mar 2027	Online	USD 900
12 to 13 Apr 2027	Cape Town	R10 000
24 to 25 May 2027	Durban	R10 000
21 to 22 Jun 2027	Nairobi	USD 1 100
2 to 3 Aug 2027	Durban	R10 000
30 to 31 Aug 2027	Pretoria	R10 000
11 to 12 Oct 2027	Durban	R10 000
15 to 16 Nov 2027	Kigali	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)