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069 221 6943

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Service Level Design

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

This Service Level Design programme gives delegates a working command of customer retention and needs analysis, grounded in consultative selling methodology. Organisations invest here because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with complaint handling, upselling and cross selling and proposal writing in their own organisation.

What delegates leave able to do

  • Improve complaint handling within their own organisation, measured against consultative selling methodology
  • Make a decision about upselling and cross selling without waiting for a specialist
  • Bring proposal writing into line with current good practice
  • Take ownership of objection handling rather than escalating it

What the course covers

  • Customer retention
  • Needs analysis
  • Complaint handling
  • Upselling and cross selling
  • Proposal writing
  • Objection handling
  • Sales forecasting

Who should attend

  • customer service managers
  • contact centre team leaders
  • sales managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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

30 Nov to 2 Dec 2026OnlineUSD 900
1 to 3 Feb 2027DubaiUSD 1 500
22 to 24 Mar 2027PretoriaR13 000
3 to 5 May 2027WindhoekUSD 1 500
21 to 23 Jun 2027AccraUSD 1 500
26 to 28 Jul 2027GaboroneUSD 1 500
6 to 8 Sep 2027CairoUSD 1 500
11 to 13 Oct 2027OnlineUSD 900
15 to 17 Nov 2027Cape TownR13 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)