CX Skills Library Test
Differentiated human experiences drive customer loyalty
Transactional cultures and experiences don’t.
Progressively disrupt your culture by creating an employee and customer experience that breaks the transactional model, builds belief for your teams, accelerates success and unlocks the potential of your business through delivering a differentiated human experience.
A Differentiated Human Experience
“Why is it so hard to get the help I need.”
Are you delivering customer experiences that are transactional or differentiated? Which type of experience does your customer look for? Does it drive advocacy and loyalty with your customers? Our research shows that to drive engaged and loyal customers your teams need to be human and be able to personalise and flex to the experience the customer is looking for whether that is a transactional excellent service or a differentiated one. However, being transactional in the way you interact with your customer does not drive loyalty.
We help up map where you are and the steps you need to deliver a differentiated human experience.
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The foundations of CX success, including critical conversational skills based on Imparta's award-winning conversation model, problem-solving and handling difficult conversations.
Mastering the Customer Conversation
Designed to provide a structured conversation framework that helps build confidence and skills across the entire customer conversation.
Solving Problems
Offers a detailed framework and practical skills for solving problems that arise in the workplace.
Handling Difficult Situations
Provides a framework and a simple, logical, step-by-step process to help you communicate with customers and handle difficult conversations or complaints, enabling you to show empathy at every stage of the conversation.
A set of more advanced skills for more senior customer service staff in B2C settings, or more transactional B2B salespeople. These courses cover selling through service, empowering customer decisions, as well as building trust and loyalty.
Empowering Customer Decisions
Helps participants understand their personal impact on customers and equips them to adapt accordingly.
Building Trusted Connections
Reinforces the mindset of putting the customer first and develops the capability to establish and build successful long-term relationships.
Creating Loyal Customers
Focuses on how to create personalised interactions, connect on an emotional level, and understand the impact of reciprocity in building genuine, trustworthy value.
Create a positive disruption a narrative for change
“There is a disconnect between our vision and the experiences we deliver”To create positive change, you must shift your thinking and actions. By shifting the narrative and helping every colleague see the potential for themselves and their customers.
We work with you to create the compelling narrative – the ‘why’ and help you define what you want to achieve, and the psychology, skills, and techniques needed to succeed.
Help your Leaders and Managers deliver enhanced differentiated experiences
“Our people experience is transactional and that is driving our customer experience”We work with you to instigate positive disruption. Understand how leadership and management experiences drive performance, and we align psychological theory and behavioural science with your purpose and values, resulting in bespoke learning that effortlessly works within your culture.
We engage your Leaders and Managers in disruption events that focus on the right skills and tools to have engaging and relevant conversations to that connect, motivate,, inspire and recognise to drive a change in behaviours and experiences.
Deliver content to excite a change in behaviours
“How do we ensure our teams have the right skills for all the different types of customer conversations”We have a robust library of, research and people psychology based, CX content based around the 5 CX behaviours that will provide your teams with the right skills to have differentiated human experiences and conversations.
We will work with you to choose the right modules and help you ensure the content is contextualised to your environment and show them how to live and breathe the skills and psychology to drive the customer experience.
Explore the CX Courses
The foundations of CX success, including critical conversational skills based on Imparta's award-winning conversation model, problem-solving and handling difficult conversations.
Mastering the Customer Conversation
Designed to provide a structured conversation framework that helps build confidence and skills across the entire customer conversation.
Solving Problems
Offers a detailed framework and practical skills for solving problems that arise in the workplace.
Handling Difficult Situations
Provides a framework and a simple, logical, step-by-step process to help you communicate with customers and handle difficult conversations or complaints, enabling you to show empathy at every stage of the conversation.
A set of more advanced skills for more senior customer service staff in B2C settings, or more transactional B2B salespeople. These courses cover selling through service, empowering customer decisions, as well as building trust and loyalty.
Empowering Customer Decisions
Helps participants understand their personal impact on customers and equips them to adapt accordingly.
Building Trusted Connections
Reinforces the mindset of putting the customer first and develops the capability to establish and build successful long-term relationships.
Creating Loyal Customers
Focuses on how to create personalised interactions, connect on an emotional level, and understand the impact of reciprocity in building genuine, trustworthy value.
Why Imparta
Equip salespeople to assess each situation, choose the right strategy, and execute consistently.
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Embed training in a change process that delivers continuous improvement and adapts to new challenges.
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Use sales-aware AI and modular technology to augment and enhance performance at point of need.
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