Customer Care Academy Training Course

MODULE 1

1. Introduction to the objectives and program of the professional customer care development cycle.
2. Setting individual goals for training participants.
3. Verbal and non-verbal communication and attitudes: submissive, aggressive, and assertive.
   • Self-assessment of personal communication and attitude.
   • Assessment of communication and customer attitudes.
   • Practicing non-verbal and verbal elements and communication tools that enhance social impact and effectiveness.
4. Simulating customer conversations using selected tools.

MODULE 2

1. The five secrets of effective communication, formulated by Dr. David Burns, co-founder of cognitive-behavioral therapy.
2. Communication Aikido: Managing difficult situations at work, applying principles similar to those used in teaching.

MODULE 3

1. Individual analysis by each participant of the last five successful and five unsuccessful sales processes. Identifying key factors of success and failure to understand what led to winning or losing business. Group work on the training forum to draw conclusions from the analysis and determine which key behaviors and actions at individual sales stages have the greatest impact on success.
2. Developing sales arguments: building a bank of benefits and added value resulting from:

• Our products/services
• Our standard of customer service;
• Other benefits and added values not covered in the previous two areas, which address the client's identified problems, offer the greatest value in terms of costs incurred or lost profits, provide a return on investment, and have business justification.

1. Exercise in selecting and presenting sales arguments (previously documented in the added value bank) that are appropriate to the client's problems and goals. Simulating a client conversation - the introduction stage, highlighting previously identified benefits.

MODULE 4

1. Identifying the most common critical customer objections, reservations, or claims.
2. Developing responses to previously identified critical objections or claims using the objection response model.
3. Simulating client conversations - the stage of addressing previously agreed-upon critical objections, using the developed responses.
4. Determining actions and behaviors that have a counteracting function and managing customer objections.

MODULE 5

1. The art of constructive confrontation and the constructive confrontation model based on NVC (Nonviolent Communication) developed by Marshall Rosenberg. Constructive confrontation = building relationships.
2. Practicing the most problematic real situations, where workshop participants will qualify for constructive confrontation and then conduct simulations of conversations - constructive confrontations in situations of their choice.
3. Simulating conversations with clients using the learned model.
4. The model of the dynamics of emotional escalation, which helps understand when to initiate constructive confrontation so that emotions support the process.
5. Determining how the dynamics of emotional escalation proceed in the constructive confrontation model, which serves to solve problems or deal with matters, rather than focusing on the person.

MODULE 6

1. Practical discussion and application of the laws of persuasion.
2. Practical discussion of the six rules of influence described by Professor Robert Cialdini, enabling training participants to increase their influence on customers.

MODULE 7

1. The standard of "good conversation" in business. Assumptions, strategies, and techniques for "good conversation" in a business context.
2. Empathetic listening with "heart".
3. Turning ratings into opinions.
4. "Aikido" in conversation - model assumptions and linguistic structures.
5. The language of taking responsibility vs. the language of finding someone to blame and transferring responsibility.
6. The language of values in practice - model assumptions and linguistic structures.
7. The language of a successful person - model assumptions and linguistic structures.
8. The language of respect that opens up dialogue and makes understanding possible.
9. The language of transparency - model assumptions, language structures, and twelve persuasive question patterns.
10. The language of courage - model assumptions and linguistic structures.

MODULE 8

1. Advanced models of professional communication.
2. The "stairway to heaven" communication model.
3. Karpman's drama triangle - the model and psychology of the drama triangle, along with advanced linguistic structures to defend against manipulative tactics, enter triangle games, exit them, and reach agreement.
4. The language of good conversation - linguistic structures to avoid, as they block the conclusion of an agreement, and linguistic structures that increase the likelihood of reaching an agreement.

MODULE 9

Outcome-Based Thinking Model – Thinking in terms of results, defining what you want to achieve. Practical training in influencing and communicating during negotiations with contractors.

Practical training of the Outcome-Based Thinking model. Each participant will individually describe their goals in terms of results, i.e.: what they want to achieve and obtain, how to persuade or dissuade a selected contractor, and what information or arguments are needed. Participants will determine what actions to take, what to say, and how to behave to achieve the intended and previously described result.

MODULE 10

SELF-KNOWLEDGE LABORATORY, during which training participants will:

1. Transform and integrate unpleasant (colloquially known as negative) emotions at the source (using a professional therapeutic model for emotional integration - transformation at the source) experienced in difficult situations. This will change their thinking and beliefs about emotions, enabling them to correctly interpret information from experienced emotions, draw strength and energy to act, and support intellectual processes for making right decisions.
2. Learn the ABCD model of emotions from Rational Behavior Therapy, which helps manage emotions and beliefs, change thinking patterns in specific situations, and modify behavior and actions.
3. Learn about common cognitive and self-destructive distortions of beliefs, examining chosen beliefs on important issues, and using self-diagnosis tools learned to check their truthfulness and usefulness.
4. Learn the five principles of healthy thinking, a model derived from Rational Behavior Therapy, providing a reliable diagnostic tool to check whether beliefs are beneficial and support goal achievement.
5. Change identified negative beliefs into supportive ones in a selected difficult business situation.
6. Analyze the balance of profits and costs in a selected business relationship of significant business importance that is currently unfavorable, and determine how to improve it.
7. Understand resistance to changing the status quo (changing the result to a desired state) and resistance to the process (the work required to achieve the desired outcome) in relationships.
8. Summary