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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 in the Public Sector
Customer Experience and Sales|3 days|Classroom or live online
Customer Journey Mapping in the Public Sector takes the discipline and works it through the constraints of this operating context, including service recovery, negotiation in sales and the compliance obligations that come with it. The sector framing is necessary because customer complaints are logged far more often than they are analysed, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, needs analysis and customer journey mapping in their own organisation.
What delegates leave able to do
- Review service level design and say plainly whether it is working, measured against consultative selling methodology
- Put needs analysis on a footing they can defend to a reviewer
- Bring customer journey mapping into line with current good practice
- Spot where sales forecasting is failing before it becomes a finding
What the course covers
- Service recovery
- Negotiation in sales
- Service level design
- Needs analysis
- Customer journey mapping
- Sales forecasting
- Service standards
Who should attend
- contact centre team leaders
- sales representatives
- key account managers
- 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
| 19 to 21 Oct 2026 | Online | USD 900 |
| 23 to 25 Nov 2026 | Pretoria | R13 000 |
| 11 to 13 Jan 2027 | Durban | R13 000 |
| 15 to 17 Feb 2027 | Pretoria | R13 000 |
| 5 to 7 Apr 2027 | Cape Town | R13 000 |
| 17 to 19 May 2027 | Pretoria | R13 000 |
| 28 to 30 Jun 2027 | Durban | R13 000 |
| 9 to 11 Aug 2027 | Online | USD 900 |
| 6 to 8 Sep 2027 | Windhoek | USD 1 500 |
| 25 to 27 Oct 2027 | Nairobi | 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)