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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 Recovery Masterclass

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into sales forecasting, proposal writing and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, negotiation in sales and complaint handling in their own organisation.

What delegates leave able to do

  • Take ownership of key account management rather than escalating it, measured against consultative selling methodology
  • Make a decision about negotiation in sales without waiting for a specialist
  • Spot where complaint handling is failing before it becomes a finding
  • Explain pipeline management to someone who does not do the work

What the course covers

  • Sales forecasting
  • Proposal writing
  • Key account management
  • Negotiation in sales
  • Complaint handling
  • Pipeline management
  • Customer journey mapping

Who should attend

  • service desk staff
  • client relationship managers
  • branch managers
  • contact centre team leaders
  • customer service managers

Fees

South AfricaR18 000
Elsewhere in Africa and the GulfUSD 1 800
Live onlineUSD 900

Per delegate, for the full 5 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

9 to 13 Nov 2026PretoriaR18 000
25 to 29 Jan 2027OnlineUSD 900
1 to 5 Mar 2027GaboroneUSD 1 800
29 Mar to 2 Apr 2027DubaiUSD 1 800
3 to 7 May 2027AccraUSD 1 800
7 to 11 Jun 2027OnlineUSD 900
5 to 9 Jul 2027OnlineUSD 900
9 to 13 Aug 2027PretoriaR18 000
13 to 17 Sep 2027LagosUSD 1 800
11 to 15 Oct 2027Cape TownR18 000
22 to 26 Nov 2027DurbanR18 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)