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) program 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 program 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 program 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 program, which can be delivered in eLearning and instructor-led formats.

who is the account management programme for

Who Is It For?

This program 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, helpdesk, and any customer-facing role.

Multiple formats

Formats and Duration

The program 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 program 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


Unlocking Account Potential

Impact: All

Understand what an account strategy is, and how it can be mapped onto the Plan/Do/Review cycle to drive world-class Account Management for both large and small accounts, as well as channel partners. Focus on questions and insight rather than data collection and process.

Building Trusted Connections
Building Trusted Connections

Mapping the Account

Impact: Share of Wallet; Number of Leads

Create a living strategic map of the account, mapping out the different Buying Centres to understand the business they are currently doing with your company, what they think of you, and where any opportunities and threats might lie. Use this to decide what approach you will take with each Buying Centre.

Building Trusted Connections
Building Trusted Connections

How to Compete: Partnership

Impact: All

Assess the overall level of partnership within this account, based on the investment being made by the customer and you as the supplier. Correct any misalignment, including taking actions to increase the level of partnership if appropriate.

Building Trusted Connections
Building Trusted Connections

How to Compete: Performance

Impact: Share of Wallet; Win Rate; Renewal Rate

Understand how customers assess your company’s performance, including the key elements of customer health. Use the Health Map to identify the customer’s perception of how well things are going in each area of the Account Gameboard, and create strategies to improve both the perception and the reality.

Building Trusted Connections
Building Trusted Connections

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