Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Business Development
Customer Experience and Sales|5 days|Classroom or live online
Strategic Business Development looks at this work from the level at which it is resourced and defended. The focus is on service recovery, objection handling and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with customer journey mapping, telephone and contact centre skills and service level design in their own organisation.
What delegates leave able to do
- Take ownership of customer journey mapping rather than escalating it, measured against consultative selling methodology
- Make a decision about telephone and contact centre skills without waiting for a specialist
- Bring service level design into line with current good practice
- Review upselling and cross selling and say plainly whether it is working
What the course covers
- Service recovery
- Objection handling
- Customer journey mapping
- Telephone and contact centre skills
- Service level design
- Upselling and cross selling
- Pipeline management
Who should attend
- client relationship managers
- contact centre team leaders
- customer service managers
- sales representatives
- key account managers
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 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
| 26 to 30 Oct 2026 | Johannesburg | R18 000 |
| 30 Nov to 4 Dec 2026 | Pretoria | R18 000 |
| 8 to 12 Feb 2027 | Cairo | USD 1 800 |
| 22 to 26 Mar 2027 | Cairo | USD 1 800 |
| 26 to 30 Apr 2027 | Nairobi | USD 1 800 |
| 7 to 11 Jun 2027 | Johannesburg | R18 000 |
| 5 to 9 Jul 2027 | Pretoria | R18 000 |
| 9 to 13 Aug 2027 | Johannesburg | R18 000 |
| 6 to 10 Sep 2027 | Durban | R18 000 |
| 18 to 22 Oct 2027 | Durban | R18 000 |
| 15 to 19 Nov 2027 | Johannesburg | R18 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)