Service Level Design for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Service Level Design for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through service level design and voice of the customer programmes without assuming prior specialist training. The programme exists because customer complaints are logged far more often than they are analysed, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with complaint handling, difficult conversations and pipeline management in their own organisation.

What delegates leave able to do

Put complaint handling on a footing they can defend to a reviewer, measured against recognised service design practice
Bring difficult conversations into line with current good practice
Make a decision about pipeline management without waiting for a specialist
Improve upselling and cross selling within their own organisation

What the course covers

Service level design
Voice of the customer programmes
Complaint handling
Difficult conversations
Pipeline management
Upselling and cross selling
Service standards

Who should attend

client relationship managers
contact centre team leaders
sales representatives
customer service managers

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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 6 Oct 2026	Pretoria	R10 000
16 to 17 Nov 2026	Pretoria	R10 000
1 to 2 Feb 2027	Gaborone	USD 1 100
15 to 16 Mar 2027	Johannesburg	R10 000
19 to 20 Apr 2027	Pretoria	R10 000
31 May to 1 Jun 2027	Cape Town	R10 000
5 to 6 Jul 2027	Durban	R10 000
9 to 10 Aug 2027	Nairobi	USD 1 100
20 to 21 Sep 2027	Dubai	USD 1 100
1 to 2 Nov 2027	Lagos	USD 1 100

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)