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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Leading Customer Service Excellence Teams
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers service level design and key account management from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with consultative selling, difficult conversations and service standards in their own organisation.
What delegates leave able to do
- Make a decision about consultative selling without waiting for a specialist, measured against the Consumer Protection Act
- Improve difficult conversations within their own organisation
- Explain service standards to someone who does not do the work
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Service level design
- Key account management
- Consultative selling
- Difficult conversations
- Service standards
- Customer journey mapping
- Objection handling
Who should attend
- contact centre team leaders
- service desk staff
- sales managers
- client relationship managers
- sales representatives
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
| 2 to 4 Nov 2026 | Durban | R13 000 |
| 4 to 6 Jan 2027 | Nairobi | USD 1 500 |
| 22 to 24 Feb 2027 | Nairobi | USD 1 500 |
| 5 to 7 Apr 2027 | Lusaka | USD 1 500 |
| 10 to 12 May 2027 | Pretoria | R13 000 |
| 7 to 9 Jun 2027 | Lagos | USD 1 500 |
| 12 to 14 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Cape Town | R13 000 |
| 4 to 6 Oct 2027 | Cape Town | R13 000 |
| 15 to 17 Nov 2027 | Kampala | 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)