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
Advanced Customer Journey Mapping
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into voice of the customer programmes, negotiation in sales and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, service standards and service level design in their own organisation.
What delegates leave able to do
- Put difficult conversations on a footing they can defend to a reviewer, measured against consultative selling methodology
- Review service standards and say plainly whether it is working
- Spot where service level design is failing before it becomes a finding
- Make a decision about proposal writing without waiting for a specialist
What the course covers
- Voice of the customer programmes
- Negotiation in sales
- Difficult conversations
- Service standards
- Service level design
- Proposal writing
- Service recovery
Who should attend
- sales representatives
- sales managers
- client relationship managers
- branch managers
- customer service 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
| 16 to 20 Nov 2026 | Port Louis | USD 1 800 |
| 18 to 22 Jan 2027 | Durban | R18 000 |
| 8 to 12 Mar 2027 | Johannesburg | R18 000 |
| 19 to 23 Apr 2027 | Online | USD 900 |
| 31 May to 4 Jun 2027 | Windhoek | USD 1 800 |
| 19 to 23 Jul 2027 | Pretoria | R18 000 |
| 23 to 27 Aug 2027 | Online | USD 900 |
| 4 to 8 Oct 2027 | Online | USD 900 |
| 15 to 19 Nov 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)