Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Service Level Design: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through negotiation in sales and customer retention on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, service level design and telephone and contact centre skills in their own organisation.
What delegates leave able to do
- Explain voice of the customer programmes to someone who does not do the work, measured against recognised service design practice
- Make a decision about service level design without waiting for a specialist
- Review telephone and contact centre skills and say plainly whether it is working
- Improve customer journey mapping within their own organisation
What the course covers
- Negotiation in sales
- Customer retention
- Voice of the customer programmes
- Service level design
- Telephone and contact centre skills
- Customer journey mapping
- Objection handling
Who should attend
- contact centre team leaders
- sales representatives
- client relationship 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
| 26 to 28 Oct 2026 | Pretoria | R13 000 |
| 23 to 25 Nov 2026 | Online | USD 900 |
| 15 to 17 Feb 2027 | Accra | USD 1 500 |
| 15 to 17 Mar 2027 | Online | USD 900 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 14 to 16 Jun 2027 | Dubai | USD 1 500 |
| 12 to 14 Jul 2027 | Pretoria | R13 000 |
| 16 to 18 Aug 2027 | Durban | R13 000 |
| 13 to 15 Sep 2027 | Pretoria | R13 000 |
| 1 to 3 Nov 2027 | Johannesburg | R13 000 |
| 29 Nov to 1 Dec 2027 | Pretoria | 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)