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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Customer Journey Mapping Auditing and Assurance
Customer Experience and Sales|3 days|Classroom or live online
This programme is written from the assurance side. Delegates learn to test whether upselling and cross selling and voice of the customer programmes are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with telephone and contact centre skills, negotiation in sales and service standards in their own organisation.
What delegates leave able to do
- Explain telephone and contact centre skills to someone who does not do the work, measured against the Consumer Protection Act
- Put negotiation in sales on a footing they can defend to a reviewer
- Make a decision about service standards without waiting for a specialist
- Take ownership of customer retention rather than escalating it
What the course covers
- Upselling and cross selling
- Voice of the customer programmes
- Telephone and contact centre skills
- Negotiation in sales
- Service standards
- Customer retention
- Needs analysis
Who should attend
- branch managers
- key account managers
- client relationship managers
- contact centre team leaders
- customer service managers
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 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
| 2 to 4 Nov 2026 | Dubai | USD 1 500 |
| 1 to 3 Feb 2027 | Online | USD 900 |
| 8 to 10 Mar 2027 | Johannesburg | R13 000 |
| 12 to 14 Apr 2027 | Johannesburg | R13 000 |
| 17 to 19 May 2027 | Dubai | USD 1 500 |
| 5 to 7 Jul 2027 | Online | USD 900 |
| 16 to 18 Aug 2027 | Dar es Salaam | USD 1 500 |
| 27 to 29 Sep 2027 | Dubai | USD 1 500 |
| 1 to 3 Nov 2027 | Johannesburg | R13 000 |
| 29 Nov to 1 Dec 2027 | Pretoria | R13 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)