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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Service Level Design
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 voice of the customer programmes and complaint handling 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 objection handling, negotiation in sales and service recovery in their own organisation.
What delegates leave able to do
- Make a decision about objection handling without waiting for a specialist, measured against recognised service design practice
- Explain negotiation in sales to someone who does not do the work
- Improve service recovery within their own organisation
- Put difficult conversations on a footing they can defend to a reviewer
What the course covers
- Voice of the customer programmes
- Complaint handling
- Objection handling
- Negotiation in sales
- Service recovery
- Difficult conversations
- Customer retention
Who should attend
- sales representatives
- client relationship managers
- sales managers
- contact centre team leaders
- 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
| 28 to 30 Sep 2026 | Cape Town | R13 000 |
| 2 to 4 Nov 2026 | Kampala | USD 1 500 |
| 30 Nov to 2 Dec 2026 | Port Louis | USD 1 500 |
| 1 to 3 Feb 2027 | Cape Town | R13 000 |
| 1 to 3 Mar 2027 | Johannesburg | R13 000 |
| 5 to 7 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Dar es Salaam | USD 1 500 |
| 14 to 16 Jun 2027 | Lagos | USD 1 500 |
| 19 to 21 Jul 2027 | Online | USD 900 |
| 23 to 25 Aug 2027 | Windhoek | USD 1 500 |
| 27 to 29 Sep 2027 | Johannesburg | R13 000 |
| 1 to 3 Nov 2027 | Pretoria | 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)