Customer Care Academy Training Course

MODULE 1

1. Presentation of the goals and program for the development cycle - PROFESSIONAL CUSTOMER CARE.
2. Setting individual goals as part of participant training.
3. Verbal and non-verbal communication styles and attitudes: submissive, aggressive, and assertive.
   • Self-diagnosis of one's own communication style and attitude.
   • Diagnosing customer communication and attitudes.
   • Practicing verbal and non-verbal elements and tools to enhance social impact and communication effectiveness.
4. Simulating conversations with customers using selected tools.

MODULE 2

1. Five secrets of effective communication, developed by Dr. David Burns, co-founder of cognitive-behavioral therapy.
2. Communication Aikido: Managing difficult workplace situations as a facilitator.

MODULE 3

1. Individual analysis by each participant of their last five "wins" and five "losses" in sales processes. Identifying key success and failure factors to understand why we won or lost. During the extraction stage, conclusions are drawn from the analysis (via group work on the training forum) to determine which key behaviors and actions at each stage of the sales process have the greatest impact on success.
2. Developing sales arguments - creating a bank of benefits and added values resulting from:

• our products/services;
• my standard of customer service;
• other benefits and added values not present in the previous two areas, which address the client's identified problems and offer the greatest value from their perspective regarding incurred costs and/or lost profits. These provide a return on investment and have business justification.

1. Exercise in selecting and presenting sales arguments (previously described in the added value bank) that align with client problems and goals. Simulation of a conversation with a client during the introduction stage, highlighting previously earned benefits.

MODULE 4

1. Identifying the most common critical customer objections, reservations, and claims.
2. Developing responses to previously identified critical objections using a structured objection response model.
3. Simulating conversations with clients during the stage of responding to pre-agreed critical objections, utilizing previously developed answers.
4. Determining actions and behaviors that counteract customer objections and manage them effectively.

MODULE 5

1. The art of constructive confrontation and the model developed on the basis of Nonviolent Communication (NVC) by Marshall Rosenberg. Constructive confrontation = relationship building.
2. Practicing the most problematic real-life situations; workshop participants will qualify these for constructive confrontation and then conduct simulations of their chosen scenarios.
3. Simulating conversations with clients using the learned model.
4. Understanding the dynamics of emotional escalation to determine when to opt for a constructive confrontation so that emotions support rather than hinder us.
5. Determining how emotional escalation proceeds within the constructive confrontation model, which focuses on solving problems or handling matters, not attacking individuals.

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 participants to increase their influence over customers.

MODULE 7

1. The standard for "good conversation" in business: assumptions, strategies, and techniques.
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 versus the language of blame-shifting 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 dialogue and fosters understanding.
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: model, psychology, and advanced linguistic structures to defend against manipulative trial interactions, enter or exit triangle games, and reach agreement.
4. The language of good conversation: linguistic structures to avoid (as they block agreements) and those that increase the probability of making a deal.

MODULE 9

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

Practical training on the Outcome-Based Thinking model. Each participant will individually describe their approach in terms of results: what they want to achieve, obtain, persuade, or dissuade a selected contractor from doing, what information or arguments are needed, what actions and behaviors are required to achieve the intended result.

MODULE 10

SELF-KNOWLEDGE LABORATORY, during which training participants:

1. Transform and integrate unpleasant (colloquially "negative") emotions at the source using a professional therapeutic integration model. This changes their thinking and beliefs about emotions, enabling them to correctly interpret information from experienced emotions, draw strength from them for energy to act, fuel intellectual processes, and make right decisions.
2. Learn the ABCD model of emotions from Rational Behavior Therapy to manage: emotions, beliefs, changing thinking in given situations, and changing behavior and actions.
3. Learn the most common cognitive and self-destructive belief distortions, surrendering chosen beliefs regarding important issues. They will use 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 their beliefs are supportive and help achieve goals.
5. Transform identified negative beliefs into supportive ones in a selected difficult business situation.
6. Analyze the balance of profits and costs from a selected business relationship that is currently unfavorable and has significant business importance, identifying which relationships they wish to improve.
7. Learn about resistance to changing the status quo (changing the result) and resistance to the process (the work required to achieve the desired outcome) in relationships.
8. Summary