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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Customer Service Excellence
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through service level design and needs analysis on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with complaint handling, upselling and cross selling and service standards in their own organisation.
What delegates leave able to do
- Make a decision about complaint handling without waiting for a specialist, measured against consultative selling methodology
- Put upselling and cross selling on a footing they can defend to a reviewer
- Take ownership of service standards rather than escalating it
- Spot where negotiation in sales is failing before it becomes a finding
What the course covers
- Service level design
- Needs analysis
- Complaint handling
- Upselling and cross selling
- Service standards
- Negotiation in sales
- Service recovery
Who should attend
- customer service managers
- contact centre team leaders
- 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
| 9 to 11 Nov 2026 | Pretoria | R13 000 |
| 11 to 13 Jan 2027 | Dubai | USD 1 500 |
| 22 to 24 Feb 2027 | Lusaka | USD 1 500 |
| 12 to 14 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Johannesburg | R13 000 |
| 14 to 16 Jun 2027 | Lusaka | USD 1 500 |
| 2 to 4 Aug 2027 | Lagos | USD 1 500 |
| 6 to 8 Sep 2027 | Lusaka | USD 1 500 |
| 4 to 6 Oct 2027 | Lusaka | USD 1 500 |
| 22 to 24 Nov 2027 | Nairobi | 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)