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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Customer Service Excellence
Customer Experience and Sales|5 days|Classroom or live online
Strategic Customer Service Excellence looks at this work from the level at which it is resourced and defended. The focus is on pipeline management, proposal writing and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, consultative selling and upselling and cross selling in their own organisation.
What delegates leave able to do
- Explain difficult conversations to someone who does not do the work, measured against recognised service design practice
- Review consultative selling and say plainly whether it is working
- Improve upselling and cross selling within their own organisation
- Bring negotiation in sales into line with current good practice
What the course covers
- Pipeline management
- Proposal writing
- Difficult conversations
- Consultative selling
- Upselling and cross selling
- Negotiation in sales
- Service level design
Who should attend
- key account managers
- sales managers
- contact centre team leaders
- client relationship managers
- sales representatives
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
| 9 to 13 Nov 2026 | Durban | R18 000 |
| 11 to 15 Jan 2027 | Johannesburg | R18 000 |
| 15 to 19 Feb 2027 | Pretoria | R18 000 |
| 29 Mar to 2 Apr 2027 | Pretoria | R18 000 |
| 26 to 30 Apr 2027 | Pretoria | R18 000 |
| 31 May to 4 Jun 2027 | Online | USD 900 |
| 19 to 23 Jul 2027 | Dubai | USD 1 800 |
| 16 to 20 Aug 2027 | Johannesburg | R18 000 |
| 20 to 24 Sep 2027 | Johannesburg | R18 000 |
| 8 to 12 Nov 2027 | Gaborone | USD 1 800 |
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)