Solving Problems


Solving Problems (SP)

Proactively identifying the iDEAL solution/resolution.

For those in a service, helpdesk or customer-facing role, problem-solving effectively is key to success. Understanding the root cause of a problem/issue, thinking creatively and creating the ideal solution for the customer is crucial.

The Solving Problems (SP) programme is designed to provide a detailed framework and practical skills for solving problems that arise in the workplace. Participants will learn to properly frame the problem and identify route causes, potential action modules and problem-solving strategies to solve problems for themselves and their teams.

Participants will learn new techniques and practice thinking laterally to solve difficult problems confidently.

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 to 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:

  • Be equipped with tools and techniques to diagnose and solve complex problems.
  • Have increased confidence in diagnosing the cause of problems.
  • Think laterally about problems and calmly approach them.
  • Practice analysing situations and scenarios and diagnosing problems.
  • Explain problem-solving strategies and be able to apply them to everyday situations in the workplace.


The Solving Problems™ training programme will help to resolve the customer’s issue by effectively understanding the root cause and providing the right solution, and delivering an improved NPS/CSAT result.

It will help you focus on key metrics that include:

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

The iDEAL Framework

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 Problem-Solving

Impact: NPS; Customer Effort

Understand the importance of effective problem resolution, the range of problems that can be encountered in-role, and a powerful process (iDEAL) that can adapt to simple front-line problem solving as well as resolving more complex organisational issues.

Solving Problems
Solving Problems

Finding the iDEAL Solution

Impact: NPS; Customer Effort

Use practical tools and techniques to confidently solve problems for the customer, accurately diagnosing the root cause and handling escalated issues in a way that makes it easy for the customer to deal with you.

Solving Problems
Solving Problems

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