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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Service Level Design for Managers
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 key account management and upselling and cross selling from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with pipeline management, customer journey mapping and objection handling in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against the Consumer Protection Act
- Explain customer journey mapping to someone who does not do the work
- Review objection handling and say plainly whether it is working
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Key account management
- Upselling and cross selling
- Pipeline management
- Customer journey mapping
- Objection handling
- Consultative selling
- Sales forecasting
Who should attend
- sales representatives
- service desk staff
- branch managers
- client relationship managers
- 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
| 2 to 4 Nov 2026 | Cape Town | R13 000 |
| 18 to 20 Jan 2027 | Online | USD 900 |
| 15 to 17 Feb 2027 | Durban | R13 000 |
| 29 to 31 Mar 2027 | Johannesburg | R13 000 |
| 3 to 5 May 2027 | Dubai | USD 1 500 |
| 7 to 9 Jun 2027 | Johannesburg | R13 000 |
| 12 to 14 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Port Louis | USD 1 500 |
| 27 to 29 Sep 2027 | Dar es Salaam | USD 1 500 |
| 1 to 3 Nov 2027 | Cairo | USD 1 500 |
| 29 Nov to 1 Dec 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)