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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 Reporting and Analytics
Customer Experience and Sales|3 days|Classroom or live online
Service Recovery Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through proposal writing and customer journey mapping and the reporting built on top of them. The reporting layer matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with upselling and cross selling, service level design and consultative selling in their own organisation.
What delegates leave able to do
- Take ownership of upselling and cross selling rather than escalating it, measured against recognised service design practice
- Put service level design on a footing they can defend to a reviewer
- Make a decision about consultative selling without waiting for a specialist
- Bring needs analysis into line with current good practice
What the course covers
- Proposal writing
- Customer journey mapping
- Upselling and cross selling
- Service level design
- Consultative selling
- Needs analysis
- Difficult conversations
Who should attend
- sales representatives
- key account managers
- contact centre team leaders
- sales 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 | Nairobi | USD 1 500 |
| 18 to 20 Jan 2027 | Pretoria | R13 000 |
| 1 to 3 Mar 2027 | Pretoria | R13 000 |
| 5 to 7 Apr 2027 | Pretoria | R13 000 |
| 17 to 19 May 2027 | Durban | R13 000 |
| 14 to 16 Jun 2027 | Online | USD 900 |
| 19 to 21 Jul 2027 | Accra | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Johannesburg | R13 000 |
| 18 to 20 Oct 2027 | Johannesburg | R13 000 |
| 15 to 17 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)