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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 Non-Specialists
Customer Experience and Sales|2 days|Classroom or live online
Customer Journey Mapping for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through difficult conversations and proposal writing without assuming prior specialist training. The programme exists because service recovery is usually the moment that decides whether a customer stays, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with objection handling, pipeline management and key account management in their own organisation.
What delegates leave able to do
- Take ownership of objection handling rather than escalating it, measured against consultative selling methodology
- Make a decision about pipeline management without waiting for a specialist
- Bring key account management into line with current good practice
- Improve customer retention within their own organisation
What the course covers
- Difficult conversations
- Proposal writing
- Objection handling
- Pipeline management
- Key account management
- Customer retention
- Customer journey mapping
Who should attend
- customer service managers
- client relationship managers
- sales managers
- service desk staff
Fees
| South Africa | R10 000 |
| Elsewhere in Africa and the Gulf | USD 1 100 |
| Live online | USD 900 |
Per delegate, for the full 2 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
| 23 to 24 Nov 2026 | Pretoria | R10 000 |
| 11 to 12 Jan 2027 | Johannesburg | R10 000 |
| 8 to 9 Feb 2027 | Lusaka | USD 1 100 |
| 15 to 16 Mar 2027 | Cape Town | R10 000 |
| 19 to 20 Apr 2027 | Johannesburg | R10 000 |
| 7 to 8 Jun 2027 | Port Louis | USD 1 100 |
| 12 to 13 Jul 2027 | Cape Town | R10 000 |
| 9 to 10 Aug 2027 | Dubai | USD 1 100 |
| 13 to 14 Sep 2027 | Cape Town | R10 000 |
| 18 to 19 Oct 2027 | Cape Town | R10 000 |
| 29 to 30 Nov 2027 | Dubai | USD 1 100 |
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)