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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Practical Service Level Design
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through voice of the customer programmes and service standards on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with pipeline management, key account management and service recovery in their own organisation.
What delegates leave able to do
- Take ownership of pipeline management rather than escalating it, measured against the Consumer Protection Act
- Make a decision about key account management without waiting for a specialist
- Explain service recovery to someone who does not do the work
- Improve objection handling within their own organisation
What the course covers
- Voice of the customer programmes
- Service standards
- Pipeline management
- Key account management
- Service recovery
- Objection handling
- Complaint handling
Who should attend
- service desk staff
- branch managers
- 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
| 12 to 14 Oct 2026 | Johannesburg | R13 000 |
| 30 Nov to 2 Dec 2026 | Windhoek | USD 1 500 |
| 4 to 6 Jan 2027 | Dar es Salaam | USD 1 500 |
| 15 to 17 Feb 2027 | Johannesburg | R13 000 |
| 22 to 24 Mar 2027 | Pretoria | R13 000 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 14 to 16 Jun 2027 | Kigali | USD 1 500 |
| 26 to 28 Jul 2027 | Kigali | USD 1 500 |
| 6 to 8 Sep 2027 | Dubai | USD 1 500 |
| 4 to 6 Oct 2027 | Online | USD 900 |
| 8 to 10 Nov 2027 | Port Louis | 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)