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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Leading Service Level Design 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 customer retention and objection handling from the position of someone who must review, approve and answer for the output. Managers carry this because service recovery is usually the moment that decides whether a customer stays, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer journey mapping, service level design and consultative selling in their own organisation.
What delegates leave able to do
- Make a decision about customer journey mapping without waiting for a specialist, measured against the Consumer Protection Act
- Put service level design on a footing they can defend to a reviewer
- Take ownership of consultative selling rather than escalating it
- Spot where complaint handling is failing before it becomes a finding
What the course covers
- Customer retention
- Objection handling
- Customer journey mapping
- Service level design
- Consultative selling
- Complaint handling
- Proposal writing
Who should attend
- branch managers
- sales representatives
- client relationship managers
- customer service managers
- 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
| 23 to 25 Nov 2026 | Online | USD 900 |
| 4 to 6 Jan 2027 | Durban | R13 000 |
| 15 to 17 Feb 2027 | Cape Town | R13 000 |
| 15 to 17 Mar 2027 | Johannesburg | R13 000 |
| 26 to 28 Apr 2027 | Online | USD 900 |
| 24 to 26 May 2027 | Pretoria | R13 000 |
| 5 to 7 Jul 2027 | Lusaka | USD 1 500 |
| 23 to 25 Aug 2027 | Kigali | USD 1 500 |
| 4 to 6 Oct 2027 | Port Louis | USD 1 500 |
| 15 to 17 Nov 2027 | Johannesburg | 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)