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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Customer Journey Mapping
Customer Experience and Sales|5 days|Classroom or live online
Strategic Customer Journey Mapping looks at this work from the level at which it is resourced and defended. The focus is on telephone and contact centre skills, customer retention and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with objection handling, upselling and cross selling and customer journey mapping in their own organisation.
What delegates leave able to do
- Spot where objection handling is failing before it becomes a finding, measured against recognised service design practice
- Put upselling and cross selling on a footing they can defend to a reviewer
- Bring customer journey mapping into line with current good practice
- Improve negotiation in sales within their own organisation
What the course covers
- Telephone and contact centre skills
- Customer retention
- Objection handling
- Upselling and cross selling
- Customer journey mapping
- Negotiation in sales
- Pipeline management
Who should attend
- service desk staff
- sales managers
- contact centre team leaders
- key account managers
- client relationship managers
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
| 30 Nov to 4 Dec 2026 | Johannesburg | R18 000 |
| 11 to 15 Jan 2027 | Cairo | USD 1 800 |
| 22 to 26 Feb 2027 | Lusaka | USD 1 800 |
| 22 to 26 Mar 2027 | Pretoria | R18 000 |
| 26 to 30 Apr 2027 | Johannesburg | R18 000 |
| 7 to 11 Jun 2027 | Pretoria | R18 000 |
| 12 to 16 Jul 2027 | Pretoria | R18 000 |
| 16 to 20 Aug 2027 | Gaborone | USD 1 800 |
| 27 Sep to 1 Oct 2027 | Online | USD 900 |
| 1 to 5 Nov 2027 | Pretoria | R18 000 |
| 29 Nov to 3 Dec 2027 | Pretoria | 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)