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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 for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers upselling and cross selling and needs analysis from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with key account management, service standards and customer retention in their own organisation.
What delegates leave able to do
- Put key account management on a footing they can defend to a reviewer, measured against the Consumer Protection Act
- Explain service standards to someone who does not do the work
- Make a decision about customer retention without waiting for a specialist
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Upselling and cross selling
- Needs analysis
- Key account management
- Service standards
- Customer retention
- Proposal writing
- Pipeline management
Who should attend
- contact centre team leaders
- sales managers
- client relationship managers
- customer service managers
- service desk staff
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 | Lusaka | USD 1 500 |
| 18 to 20 Jan 2027 | Dubai | USD 1 500 |
| 1 to 3 Mar 2027 | Windhoek | USD 1 500 |
| 29 to 31 Mar 2027 | Johannesburg | R13 000 |
| 10 to 12 May 2027 | Nairobi | USD 1 500 |
| 21 to 23 Jun 2027 | Pretoria | R13 000 |
| 26 to 28 Jul 2027 | Nairobi | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Pretoria | R13 000 |
| 4 to 6 Oct 2027 | Kigali | USD 1 500 |
| 22 to 24 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)