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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Service Recovery Auditing and Assurance
Customer Experience and Sales|3 days|Classroom or live online
This programme is written from the assurance side. Delegates learn to test whether consultative selling and objection handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service standards, service recovery and complaint handling in their own organisation.
What delegates leave able to do
- Take ownership of service standards rather than escalating it, measured against recognised service design practice
- Spot where service recovery is failing before it becomes a finding
- Put complaint handling on a footing they can defend to a reviewer
- Improve service level design within their own organisation
What the course covers
- Consultative selling
- Objection handling
- Service standards
- Service recovery
- Complaint handling
- Service level design
- Pipeline management
Who should attend
- service desk staff
- customer service managers
- sales managers
- contact centre team leaders
- 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
| 12 to 14 Oct 2026 | Windhoek | USD 1 500 |
| 16 to 18 Nov 2026 | Online | USD 900 |
| 1 to 3 Feb 2027 | Pretoria | R13 000 |
| 15 to 17 Mar 2027 | Harare | USD 1 500 |
| 3 to 5 May 2027 | Pretoria | R13 000 |
| 31 May to 2 Jun 2027 | Johannesburg | R13 000 |
| 5 to 7 Jul 2027 | Lagos | USD 1 500 |
| 2 to 4 Aug 2027 | Nairobi | USD 1 500 |
| 6 to 8 Sep 2027 | Durban | R13 000 |
| 11 to 13 Oct 2027 | Johannesburg | R13 000 |
| 8 to 10 Nov 2027 | Online | USD 900 |
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)