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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 for Managers
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers sales forecasting and telephone and contact centre skills from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with customer retention, needs analysis and negotiation in sales in their own organisation.
What delegates leave able to do
- Take ownership of customer retention rather than escalating it, measured against recognised service design practice
- Bring needs analysis into line with current good practice
- Review negotiation in sales and say plainly whether it is working
- Put upselling and cross selling on a footing they can defend to a reviewer
What the course covers
- Sales forecasting
- Telephone and contact centre skills
- Customer retention
- Needs analysis
- Negotiation in sales
- Upselling and cross selling
- Service standards
Who should attend
- key account managers
- sales representatives
- sales managers
- contact centre team leaders
- service desk staff
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
| 9 to 11 Nov 2026 | Kigali | USD 1 500 |
| 8 to 10 Feb 2027 | Online | USD 900 |
| 22 to 24 Mar 2027 | Dubai | USD 1 500 |
| 3 to 5 May 2027 | Johannesburg | R13 000 |
| 31 May to 2 Jun 2027 | Pretoria | R13 000 |
| 28 to 30 Jun 2027 | Cairo | USD 1 500 |
| 9 to 11 Aug 2027 | Harare | USD 1 500 |
| 20 to 22 Sep 2027 | Johannesburg | R13 000 |
| 25 to 27 Oct 2027 | Harare | USD 1 500 |
| 29 Nov to 1 Dec 2027 | Dubai | USD 1 500 |
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)