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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Service Level Design
Customer Experience and Sales|5 days|Classroom or live online
Strategic Service Level Design looks at this work from the level at which it is resourced and defended. The focus is on difficult conversations, voice of the customer programmes and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with customer journey mapping, complaint handling and objection handling in their own organisation.
What delegates leave able to do
- Bring customer journey mapping into line with current good practice, measured against consultative selling methodology
- Review complaint handling and say plainly whether it is working
- Explain objection handling to someone who does not do the work
- Make a decision about customer retention without waiting for a specialist
What the course covers
- Difficult conversations
- Voice of the customer programmes
- Customer journey mapping
- Complaint handling
- Objection handling
- Customer retention
- Needs analysis
Who should attend
- sales managers
- key account managers
- branch managers
- service desk staff
- contact centre team leaders
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 | Johannesburg | R18 000 |
| 8 to 12 Feb 2027 | Cape Town | R18 000 |
| 22 to 26 Mar 2027 | Durban | R18 000 |
| 26 to 30 Apr 2027 | Pretoria | R18 000 |
| 24 to 28 May 2027 | Dubai | USD 1 800 |
| 28 Jun to 2 Jul 2027 | Johannesburg | R18 000 |
| 2 to 6 Aug 2027 | Dubai | USD 1 800 |
| 30 Aug to 3 Sep 2027 | Johannesburg | R18 000 |
| 4 to 8 Oct 2027 | Johannesburg | R18 000 |
| 15 to 19 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)