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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Proposal Writing
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 recovery and customer retention on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with service level design, needs analysis and difficult conversations in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against recognised service design practice
- Put needs analysis on a footing they can defend to a reviewer
- Spot where difficult conversations is failing before it becomes a finding
- Take ownership of customer journey mapping rather than escalating it
What the course covers
- Service recovery
- Customer retention
- Service level design
- Needs analysis
- Difficult conversations
- Customer journey mapping
- Telephone and contact centre skills
Who should attend
- service desk staff
- branch managers
- sales 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
| 2 to 4 Nov 2026 | Lusaka | USD 1 500 |
| 30 Nov to 2 Dec 2026 | Lusaka | USD 1 500 |
| 15 to 17 Feb 2027 | Dar es Salaam | USD 1 500 |
| 15 to 17 Mar 2027 | Lagos | USD 1 500 |
| 3 to 5 May 2027 | Dubai | USD 1 500 |
| 7 to 9 Jun 2027 | Online | USD 900 |
| 19 to 21 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Johannesburg | R13 000 |
| 4 to 6 Oct 2027 | Cape Town | R13 000 |
| 1 to 3 Nov 2027 | Durban | 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)