CX Skills Library
CX Skills Library
Imparta's CX Curriculum offers a comprehensive suite of over 50 modules, addressing every stage of the Customer Experience journey. While specific roles may only engage with a subset of these modules, ensuring complete and consistent coverage across your chosen solution is essential for achieving a unified and impactful customer experience strategy.
Modular
These courses contain over 50 modules, each rigorously developed using the latest research into psychology, behavioural economics and decision strategy. Use the courses as-is, or swap modules in and out to suit the needs of each role. React swiftly as new learning needs emerge, and allow individual team members to explore the full curriculum, just-in-time.
Multi-Format
Each module is available in virtual, trainer-led and eLearning formats, along with reinforcement and application tools. Use our advanced learning experience platform, or your own. Subscription models also include professional service days to use for consulting, customising, train-the-trainer or virtual or in-person delivery.
Designed for Customisation
Salespeople reject training that doesn’t feel real to them. We make sure our learning resonates by aligning it with your specific context and needs. We do this efficiently by using a three-tiered approach—contextualizing content, combining existing modules, and creating new material—to maximize relevance and impact.
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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