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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Customer Service Excellence
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 needs analysis and service recovery 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 proposal writing, objection handling and consultative selling in their own organisation.
What delegates leave able to do
- Review proposal writing and say plainly whether it is working, measured against the Consumer Protection Act
- Bring objection handling into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
- Put telephone and contact centre skills on a footing they can defend to a reviewer
What the course covers
- Needs analysis
- Service recovery
- Proposal writing
- Objection handling
- Consultative selling
- Telephone and contact centre skills
- Upselling and cross selling
Who should attend
- branch managers
- contact centre team leaders
- customer service managers
- sales representatives
- client relationship managers
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
| 30 Nov to 2 Dec 2026 | Pretoria | R13 000 |
| 18 to 20 Jan 2027 | Nairobi | USD 1 500 |
| 22 to 24 Feb 2027 | Lusaka | USD 1 500 |
| 12 to 14 Apr 2027 | Online | USD 900 |
| 17 to 19 May 2027 | Harare | USD 1 500 |
| 5 to 7 Jul 2027 | Pretoria | R13 000 |
| 2 to 4 Aug 2027 | Harare | USD 1 500 |
| 6 to 8 Sep 2027 | Johannesburg | R13 000 |
| 25 to 27 Oct 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)