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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 Masterclass
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into negotiation in sales, consultative selling and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with customer retention, difficult conversations and service standards in their own organisation.
What delegates leave able to do
- Spot where customer retention is failing before it becomes a finding, measured against consultative selling methodology
- Review difficult conversations and say plainly whether it is working
- Explain service standards to someone who does not do the work
- Bring needs analysis into line with current good practice
What the course covers
- Negotiation in sales
- Consultative selling
- Customer retention
- Difficult conversations
- Service standards
- Needs analysis
- Pipeline management
Who should attend
- sales representatives
- key account managers
- customer service managers
- service desk staff
- client relationship managers
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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
| 26 to 30 Oct 2026 | Johannesburg | R18 000 |
| 30 Nov to 4 Dec 2026 | Cape Town | R18 000 |
| 25 to 29 Jan 2027 | Durban | R18 000 |
| 8 to 12 Mar 2027 | Online | USD 900 |
| 19 to 23 Apr 2027 | Dubai | USD 1 800 |
| 31 May to 4 Jun 2027 | Online | USD 900 |
| 12 to 16 Jul 2027 | Accra | USD 1 800 |
| 23 to 27 Aug 2027 | Johannesburg | R18 000 |
| 4 to 8 Oct 2027 | Nairobi | USD 1 800 |
| 15 to 19 Nov 2027 | Pretoria | R18 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)