Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Service Recovery
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 customer journey mapping 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 upselling and cross selling, customer retention and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Make a decision about upselling and cross selling without waiting for a specialist, measured against consultative selling methodology
- Review customer retention and say plainly whether it is working
- Spot where telephone and contact centre skills is failing before it becomes a finding
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Voice of the customer programmes
- Customer journey mapping
- Upselling and cross selling
- Customer retention
- Telephone and contact centre skills
- Complaint handling
- Negotiation in sales
Who should attend
- key account managers
- sales managers
- branch managers
- sales representatives
- contact centre team leaders
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
| 19 to 21 Oct 2026 | Cape Town | R13 000 |
| 23 to 25 Nov 2026 | Johannesburg | R13 000 |
| 11 to 13 Jan 2027 | Pretoria | R13 000 |
| 15 to 17 Feb 2027 | Durban | R13 000 |
| 29 to 31 Mar 2027 | Dubai | USD 1 500 |
| 10 to 12 May 2027 | Johannesburg | R13 000 |
| 14 to 16 Jun 2027 | Nairobi | USD 1 500 |
| 2 to 4 Aug 2027 | Durban | R13 000 |
| 30 Aug to 1 Sep 2027 | Online | USD 900 |
| 27 to 29 Sep 2027 | Online | USD 900 |
| 8 to 10 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)