Service Level Design in the Public Sector

Customer Experience and Sales|3 days|Classroom or live online

Service Level Design in the Public Sector takes the discipline and works it through the constraints of this operating context, including pipeline management, sales forecasting and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service recovery, upselling and cross selling and voice of the customer programmes in their own organisation.

What delegates leave able to do

Spot where service recovery is failing before it becomes a finding, measured against recognised service design practice
Put upselling and cross selling on a footing they can defend to a reviewer
Improve voice of the customer programmes within their own organisation
Take ownership of customer journey mapping rather than escalating it

What the course covers

Pipeline management
Sales forecasting
Service recovery
Upselling and cross selling
Voice of the customer programmes
Customer journey mapping
Customer retention

Who should attend

client relationship managers
contact centre team leaders
service desk staff
key account 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

23 to 25 Nov 2026	Online	USD 900
11 to 13 Jan 2027	Pretoria	R13 000
8 to 10 Feb 2027	Johannesburg	R13 000
22 to 24 Mar 2027	Durban	R13 000
19 to 21 Apr 2027	Johannesburg	R13 000
17 to 19 May 2027	Nairobi	USD 1 500
21 to 23 Jun 2027	Harare	USD 1 500
26 to 28 Jul 2027	Pretoria	R13 000
23 to 25 Aug 2027	Johannesburg	R13 000
27 to 29 Sep 2027	Online	USD 900
25 to 27 Oct 2027	Cape Town	R13 000
29 Nov to 1 Dec 2027	Harare	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)