Building Trusted Connections


Building Trusted Connections (BTC)

Creating the platform for building a trusted partner experience.

For those in a service, helpdesk or customer-facing role, building a relationship with the customer is for driving customer satisfaction and loyalty.

Building Trusted Connections (BTC) programme will reinforce the mindset of putting the customer first and develop capability to establish and build successful long-term relationships. Participants will explore how the 3D Advantage and 3D Mindset will help them leverage Insight, Influence and Trust to become a trusted partner.

Participants will also look at the Trust Equation and how this underpins customer interaction and what you need to do to be seen as a Trusted Advisor to various customers and focus on how to make your customer feel good about the interaction/conversation they are having with you.

This modular course is based on more than 20 years of quantitative, qualitative and field-based CX research. It forms part of Imparta’s 3D CX Curriculum, which helps CX and Service professionals deliver a differentiated customer experience.

This highly interactive programme develops lasting skills and CX techniques through a comprehensive set of simulated activities, application and real-life exercises, tools and reinforcement techniques within Imparta’s continuous improvement ecosystem.


Course Overview

Key training topics include:

  • How to engage with customers to build effective and long-lasting relationships – be able to think Insight, Influence and Trust every interaction.
  • Describe how to use customer relationships to execute business strategy effectively.
  • Be able to map each customer relationship to the Trust Equation and create an action plan to move towards becoming a Trusted Advisor.
  • Demonstrate how to engage with customers, asking the right questions to build actions and maintain strong relationships.


The Building Trusted Connections™ training programme will help to accelerate NPS/CSAT results and give existing teams a genuine advantage in the way you serve your customers.

It will help you focus on key metrics that include:

  • NPS
  • CSAT
  • Customer Effort
  • Productivity & Efficiency
  • Loyalty and customer retainment

How to Build Trust

This is an example concept from the Solving Problems programme, which can be delivered in eLearning and instructor-led formats.

who is the account management programme for

Who Is It For?

This programme is suitable for those who deliver service interactions to B2B or B2C customers with a need to differentiate the conversations to create a positive customer experience and resolve customer issues & challenges in a structured customer-centric approach.

The course is designed for both inbound and outbound service roles, helpdesks and any customer-facing role.

Multiple formats

Formats and Duration

The programme is part of Imparta’s CX modular curriculum.

It is available as:

  • eLearning (full modules, plus individual assets that can be embedded into playbooks).
  • A 2-day instructor-led face-to-face workshop.
  • 4 four-hour virtual instructor-led sessions.
  • Flipped learning where the classroom is used to focus on application.
  • Modules that can be combined with other courses.

The programme also includes competency definitions, application tools, measurement and reinforcement tools, including nudge questions and manager coaching guides to make the new skills stick.

application tools for account management

Application Tools

Application tools (Canvases) are available in print, editable PDF and Excel versions.

The Canvases help attendees to embed their new skills, and to apply them to delivering a differentiated service experience to improve NPS, CSAT and customer loyalty.

Explore the modules


The Power of Connection

Impact: NPS; Loyalty; Advocacy

Understand the causes of disconnection and connection. Recognise the impact that a genuine connection has, and the way it goes beyond logic to create positive emotions all the way through the customer conversation.

Building Trusted Connections
Building Trusted Connections

Building a Connection

Impact: NPS; First Time Resolution

Identify negative emotions, demonstrate empathy with (rather than sympathy for) the customer’s situation and trigger positive emotions. Structure questions to make it easy for customers to respond and listen actively while overcoming common barriers to good listening.

Building Trusted Connections
Building Trusted Connections

The Importance of Trust

Impact: NPS; Problem resolution

Understand the impact of trust on customer decisions to buy, and to leave, a brand. Gauge the level of trust that you currently generate, using the elements of the Trust Equation.

Building Trusted Connections
Building Trusted Connections

Being a Trusted Partner

Impact: Loyalty & Advocacy

Explore the Trust Equation and understand how the demonstration of credibility, reliability and customer intimacy, coupled with customer-centricity, elevates you to a Trusted Partner status in the eyes of the customer.

Building Trusted Connections
Building Trusted Connections

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