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EasyUphill
CORPORATE DEVELOPMENT
+27 81 041 7673
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
training@eubiz.co.za
68 Sunstone Street, Germiston, 1401
eubiz.co.za
Sales, Marketing & Customer Service
Customer Journey Mapping and Service Design
Duration
3 Days
Delivery
In-house, public or online
From
R13,000 per delegate
Certificate
On completion
Course overview
Customers experience an organisation as one journey while the organisation runs it as separate departments. This course covers how to map that journey from the customer's side, find where it breaks and redesign it around them.
What you will be able to do
- Map a customer journey from the customer's point of view
- Identify the moments that most affect satisfaction
- Locate the internal handovers where journeys break
- Gather evidence rather than assumptions about experience
- Redesign a service around the customer rather than the structure
- Measure whether the redesign actually improved experience
Who should attend
- Customer experience professionals
- Service and operations managers
- Marketing and insight staff
- Process improvement practitioners
Course outline
01
Seeing the organisation as the customer sees it
02
Journey mapping method and what to record
03
Identifying moments of truth and pain points
04
Internal handovers and where journeys break
05
Gathering evidence rather than assuming
06
Redesigning the service around the journey
07
Measuring experience before and after
Upcoming public sessions
| Dates | Venue | Duration | Fee per delegate |
|---|---|---|---|
| 2 to 4 Nov 2026 | Pretoria | 3 Days | R13,000 |
| 16 to 18 Nov 2026 | Durban | 3 Days | R13,000 |
| 30 Nov to 2 Dec 2026 | Cape Town | 3 Days | R13,000 |
| 11 to 13 Jan 2027 | Johannesburg | 3 Days | R13,000 |
| 8 to 10 Feb 2027 | London | 3 Days | US$1,500 |
| 12 to 14 Apr 2027 | Dubai | 3 Days | US$1,500 |
| 28 to 30 Jun 2027 | Pretoria | 3 Days | R13,000 |
Fees exclude VAT. This course can also be delivered in-house at your premises on dates that suit your team, or live online.
To book or ask for an in-house quote
Reply to the email this brochure came with, call +27 81 041 7673, or visit eubiz.co.za and open this course.
EasyUphill Training & ConsultingTailored training that moves teams forward.
+27 81 041 7673 · training@eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za
68 Sunstone Street, Germiston, 1401 · eubiz.co.za