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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 Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Customer Journey Mapping for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including objection handling, service recovery and the compliance obligations that come with it. The sector framing is necessary because sales teams are frequently trained on the product and never on the conversation, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, negotiation in sales and proposal writing in their own organisation.
What delegates leave able to do
- Improve service level design within their own organisation, measured against the Consumer Protection Act
- Take ownership of negotiation in sales rather than escalating it
- Explain proposal writing to someone who does not do the work
- Spot where key account management is failing before it becomes a finding
What the course covers
- Objection handling
- Service recovery
- Service level design
- Negotiation in sales
- Proposal writing
- Key account management
- Complaint handling
Who should attend
- customer service managers
- sales managers
- key account managers
- branch 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
| 18 to 20 Jan 2027 | Online | USD 900 |
| 8 to 10 Mar 2027 | Lagos | USD 1 500 |
| 12 to 14 Apr 2027 | Cape Town | R13 000 |
| 31 May to 2 Jun 2027 | Johannesburg | R13 000 |
| 12 to 14 Jul 2027 | Pretoria | R13 000 |
| 16 to 18 Aug 2027 | Johannesburg | R13 000 |
| 20 to 22 Sep 2027 | Dubai | USD 1 500 |
| 8 to 10 Nov 2027 | Online | USD 900 |
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)