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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 Recovery
Customer Experience and Sales|5 days|Classroom or live online
Strategic Service Recovery looks at this work from the level at which it is resourced and defended. The focus is on negotiation in sales, key account management 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 difficult conversations, customer retention and pipeline management in their own organisation.
What delegates leave able to do
- Spot where difficult conversations is failing before it becomes a finding, measured against consultative selling methodology
- Put customer retention on a footing they can defend to a reviewer
- Bring pipeline management into line with current good practice
- Improve service recovery within their own organisation
What the course covers
- Negotiation in sales
- Key account management
- Difficult conversations
- Customer retention
- Pipeline management
- Service recovery
- Telephone and contact centre skills
Who should attend
- service desk staff
- key account managers
- branch managers
- customer service 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
| 30 Nov to 4 Dec 2026 | Cape Town | R18 000 |
| 11 to 15 Jan 2027 | Kigali | USD 1 800 |
| 15 to 19 Feb 2027 | Lagos | USD 1 800 |
| 15 to 19 Mar 2027 | Online | USD 900 |
| 3 to 7 May 2027 | Pretoria | R18 000 |
| 7 to 11 Jun 2027 | Nairobi | USD 1 800 |
| 19 to 23 Jul 2027 | Accra | USD 1 800 |
| 6 to 10 Sep 2027 | Pretoria | R18 000 |
| 18 to 22 Oct 2027 | Johannesburg | R18 000 |
| 29 Nov to 3 Dec 2027 | Cape Town | 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)