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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: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and sales forecasting on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: customer complaints are logged far more often than they are analysed, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with difficult conversations, customer retention and service level design in their own organisation.
What delegates leave able to do
- Explain difficult conversations to someone who does not do the work, measured against consultative selling methodology
- Take ownership of customer retention rather than escalating it
- Make a decision about service level design without waiting for a specialist
- Put key account management on a footing they can defend to a reviewer
What the course covers
- Telephone and contact centre skills
- Sales forecasting
- Difficult conversations
- Customer retention
- Service level design
- Key account management
- Service recovery
Who should attend
- contact centre team leaders
- client relationship 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 | Pretoria | R13 000 |
| 25 to 27 Jan 2027 | Pretoria | R13 000 |
| 15 to 17 Mar 2027 | Cape Town | R13 000 |
| 19 to 21 Apr 2027 | Pretoria | R13 000 |
| 24 to 26 May 2027 | Online | USD 900 |
| 21 to 23 Jun 2027 | Cape Town | R13 000 |
| 26 to 28 Jul 2027 | Nairobi | USD 1 500 |
| 13 to 15 Sep 2027 | Pretoria | R13 000 |
| 25 to 27 Oct 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)