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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 Recovery
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through customer journey mapping and proposal writing 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 telephone and contact centre skills, sales forecasting and complaint handling in their own organisation.
What delegates leave able to do
- Spot where telephone and contact centre skills is failing before it becomes a finding, measured against recognised service design practice
- Explain sales forecasting to someone who does not do the work
- Review complaint handling and say plainly whether it is working
- Improve voice of the customer programmes within their own organisation
What the course covers
- Customer journey mapping
- Proposal writing
- Telephone and contact centre skills
- Sales forecasting
- Complaint handling
- Voice of the customer programmes
- Needs analysis
Who should attend
- service desk staff
- sales managers
- customer service 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
| 5 to 7 Oct 2026 | Nairobi | USD 1 500 |
| 16 to 18 Nov 2026 | Dubai | USD 1 500 |
| 18 to 20 Jan 2027 | Cape Town | R13 000 |
| 1 to 3 Mar 2027 | Port Louis | USD 1 500 |
| 12 to 14 Apr 2027 | Online | USD 900 |
| 10 to 12 May 2027 | Cape Town | R13 000 |
| 14 to 16 Jun 2027 | Lusaka | USD 1 500 |
| 19 to 21 Jul 2027 | Windhoek | USD 1 500 |
| 23 to 25 Aug 2027 | Cape Town | R13 000 |
| 11 to 13 Oct 2027 | Cairo | USD 1 500 |
| 8 to 10 Nov 2027 | Johannesburg | 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)