Hospitality & Retail
Hospitality and Retail
Sales & Customer Experience Training
‘Can I help you, or are you just looking?’ Our clients in hospitality and retail – and the CPG clients that use those channels – understand that the customer conversation is a critical opportunity, influencing the likelihood of purchase, repeat business and customer loyalty. That conversation needs to be brilliant. But how do you train, engage and motivate thousands of shop floor staff when the logistical and cost challenges of taking them away from the stores are so considerable?
Imparta helps our clients overcome these challenges with a proven approach and framework for developing sales skills in service environments. We use scalable learning technologies to support the training solutions and work with leaders, managers and trainers to make sure that the learning sticks.
Some of Imparta’s Hospitality and Retail clients
Industry issues & how we can help
Shifting the Culture to Sales-through-Service
We work closely with our clients to identify ‘what good looks like’, create a blueprint for success, and take a multi-faceted approach to cultural change. This often includes a network of manager champions to help drive the change.
Optimising the Customer Experience
We help teams to understand the three dimensions of superb customer experience (3DCX): Insight, Influence and Trust. We build the skills to deliver brilliant customer conversations, which are tailored to different types of buyers at different stages of their buying journey.
Limited Time for Training; Dispersed Teams
We work closely with our clients to identify ‘what good looks like’, create a blueprint for success, and take a multi-faceted approach to cultural change. This often includes a network of manager champions to help drive the change.
Employee Turnover
We help teams to understand the three dimensions of superb customer experience (3DCX): Insight, Influence and Trust. We build the skills to deliver brilliant customer conversations, which are tailored to different types of buyers at different stages of their buying journey.
The UK Retail Academy was a success because it created a development culture delivered straight to our retail stores and an unprecedented desire to learn amongst the in-store population.
Head of Sales and Service Academy, UK Retailer with 450 stores and 4,500 retail staff
Working with one of the UK’s best-loved hospitality brands,
Imparta helped achieve customer service excellence in their most critical client-facing area – their front-of-house staff. For these teams we developed a comprehensive induction programme to develop their conversation and customer service skills. The skills covered each customer touchpoint, with particular emphasis on enhancing customer experience at their key ‘moments of truth’: the interactions that most influence the customer’s perception of their guest experience.
This project won the Customer Experience of the Year Award for the sector in the UK Customer Experience Awards.
Explore the courses
Working with us also means
An annual fee per user gives you access to the whole curriculum, as needed, for around the cost of a single course each year. Even trainer days can be bought on subscription, allowing you to budget ahead and respond quickly as your markets change.
We work with companies across the globe, drawing on over 100 facilitators around the world and our in-house translation team.
Imparta’s i-Coach® platform is an award-winning LMS/LXP that powers each of the 5C use-cases for front-line capability building. Or you can deploy the entire 3D Advantage® Curriculum using your own platform.
