Customer Journey Mapping Masterclass

Customer Experience and Sales|5 days|Classroom or live online

This advanced programme assumes delegates already work in the field. It goes past the basics into objection handling, complaint handling and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with difficult conversations, voice of the customer programmes and customer journey mapping in their own organisation.

What delegates leave able to do

Spot where difficult conversations is failing before it becomes a finding, measured against the Consumer Protection Act
Review voice of the customer programmes and say plainly whether it is working
Make a decision about customer journey mapping without waiting for a specialist
Improve service recovery within their own organisation

What the course covers

Objection handling
Complaint handling
Difficult conversations
Voice of the customer programmes
Customer journey mapping
Service recovery
Upselling and cross selling

Who should attend

client relationship managers
service desk staff
sales managers
branch managers
sales representatives

Fees

South Africa	R18 000
Elsewhere in Africa and the Gulf	USD 1 800
Live online	USD 900

Per delegate, for the full 5 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

12 to 16 Oct 2026	Johannesburg	R18 000
16 to 20 Nov 2026	Johannesburg	R18 000
1 to 5 Feb 2027	Cairo	USD 1 800
8 to 12 Mar 2027	Port Louis	USD 1 800
19 to 23 Apr 2027	Dar es Salaam	USD 1 800
24 to 28 May 2027	Durban	R18 000
5 to 9 Jul 2027	Johannesburg	R18 000
2 to 6 Aug 2027	Pretoria	R18 000
30 Aug to 3 Sep 2027	Pretoria	R18 000
4 to 8 Oct 2027	Harare	USD 1 800
15 to 19 Nov 2027	Durban	R18 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)