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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Managing Customer Journey Mapping
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers sales forecasting and key account management from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with complaint handling, difficult conversations and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Explain complaint handling to someone who does not do the work, measured against the Consumer Protection Act
- Make a decision about difficult conversations without waiting for a specialist
- Put voice of the customer programmes on a footing they can defend to a reviewer
- Take ownership of proposal writing rather than escalating it
What the course covers
- Sales forecasting
- Key account management
- Complaint handling
- Difficult conversations
- Voice of the customer programmes
- Proposal writing
- Objection handling
Who should attend
- key account managers
- sales representatives
- contact centre team leaders
- branch managers
- sales 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
| 12 to 14 Oct 2026 | Online | USD 900 |
| 16 to 18 Nov 2026 | Accra | USD 1 500 |
| 15 to 17 Feb 2027 | Durban | R13 000 |
| 15 to 17 Mar 2027 | Online | USD 900 |
| 3 to 5 May 2027 | Nairobi | USD 1 500 |
| 7 to 9 Jun 2027 | Dubai | USD 1 500 |
| 12 to 14 Jul 2027 | Pretoria | R13 000 |
| 23 to 25 Aug 2027 | Cape Town | R13 000 |
| 20 to 22 Sep 2027 | Pretoria | R13 000 |
| 1 to 3 Nov 2027 | Cape Town | R13 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)