Service Level Design Reporting and Analytics

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

Service Level Design Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through telephone and contact centre skills and service standards and the reporting built on top of them. The reporting layer matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with objection handling, difficult conversations and complaint handling in their own organisation.

What delegates leave able to do

Make a decision about objection handling without waiting for a specialist, measured against the Consumer Protection Act
Review difficult conversations and say plainly whether it is working
Explain complaint handling to someone who does not do the work
Improve key account management within their own organisation

What the course covers

Telephone and contact centre skills
Service standards
Objection handling
Difficult conversations
Complaint handling
Key account management
Service recovery

Who should attend

client relationship managers
customer service managers
key account managers
branch 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

2 to 4 Nov 2026	Cape Town	R13 000
18 to 20 Jan 2027	Online	USD 900
1 to 3 Mar 2027	Harare	USD 1 500
12 to 14 Apr 2027	Online	USD 900
17 to 19 May 2027	Nairobi	USD 1 500
14 to 16 Jun 2027	Port Louis	USD 1 500
19 to 21 Jul 2027	Harare	USD 1 500
23 to 25 Aug 2027	Durban	R13 000
4 to 6 Oct 2027	Cairo	USD 1 500
15 to 17 Nov 2027	Durban	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)