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069 221 6943

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Digital Transformation in Customer Journey Mapping

Customer Experience and Sales|3 days|Classroom or live online

This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through service recovery and telephone and contact centre skills as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with consultative selling, needs analysis and key account management in their own organisation.

What delegates leave able to do

  • Put consultative selling on a footing they can defend to a reviewer, measured against recognised service design practice
  • Review needs analysis and say plainly whether it is working
  • Bring key account management into line with current good practice
  • Explain sales forecasting to someone who does not do the work

What the course covers

  • Service recovery
  • Telephone and contact centre skills
  • Consultative selling
  • Needs analysis
  • Key account management
  • Sales forecasting
  • Objection handling

Who should attend

  • sales representatives
  • contact centre team leaders
  • customer service managers
  • sales managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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

5 to 7 Oct 2026JohannesburgR13 000
9 to 11 Nov 2026OnlineUSD 900
8 to 10 Feb 2027PretoriaR13 000
22 to 24 Mar 2027KampalaUSD 1 500
26 to 28 Apr 2027OnlineUSD 900
14 to 16 Jun 2027NairobiUSD 1 500
12 to 14 Jul 2027OnlineUSD 900
23 to 25 Aug 2027LusakaUSD 1 500
20 to 22 Sep 2027PretoriaR13 000
25 to 27 Oct 2027Port LouisUSD 1 500
22 to 24 Nov 2027DurbanR13 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)