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 through participant training.
3. Verbal and non-verbal communication and attitude: submissive, aggressive, and assertive.
   • Self-diagnosis of one's own communication style and attitude.
   • Diagnosis of communication styles and customer attitudes.
   • Practicing verbal and non-verbal elements and tools to enhance social impact and communication effectiveness.
4. Simulation of customer conversations 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 the last 5 successful ('wins') and unsuccessful ('loses') sales processes. Identifying key factors of success and failure to understand what led to winning or losing, and determining (via group work on the training forum) which key behaviors and actions at each stage of the sales process have the greatest impact on success.
2. Developing sales arguments - a bank of benefits and added values derived from:

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

1. Exercise in selecting and presenting sales arguments (previously described in the added value bank) that align with the client's problems and goals. Simulation of a client conversation at 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/claims using a structured response model.
3. Simulating conversations with clients at the stage of responding to previously agreed-upon critical objections, using the developed answers.
4. Identifying actions and behaviors that counteract and effectively manage customer objections.

MODULE 5

1. The art of constructive confrontation and the model developed based on Nonviolent Communication (NVC) by Marshall Rosenberg. Constructive confrontation = building relationships.
2. Practicing the most problematic real-life situations, which workshop participants will categorize as suitable for constructive confrontation, followed by simulating conversations of their choice.
3. Simulating conversations with clients using the learned model.
4. The model of emotional escalation dynamics, helping determine when to opt for constructive confrontation so that emotions support the process.
5. Determining how the dynamics of emotional escalation proceed within the constructive confrontation model, serving to resolve problems or 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 Prof. Robert Cialdini, enabling participants to increase their influence on customers.

MODULE 7

1. The standard of "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 vs. the language of blame-shifting and responsibility transfer
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 enables 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 and psychology, including advanced linguistic structures to defend against manipulative trial tactics, avoid entering triangle games, and exit them to reach an agreement.
4. The language of good conversation - linguistic structures to avoid because they block agreement, and those that increase the likelihood of reaching an agreement.

MODULE 9

Outcome-Based Thinking Model – Thinking in terms of the result: what I want to achieve. Practical training in influencing and communicating negotiations with contractors.

Practical application of the Outcome-Based Thinking model. Each participant will individually define their desired result: what they want to achieve, obtain, persuade, or dissuade their (selected) contractor from, what information or arguments are needed, 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:

1. Transform and integrate unpleasant (colloquially called negative) emotions (using a professional therapeutic model of emotional integration - transformation at the source) they experience in difficult situations. This changes their way of thinking and beliefs about emotions, allowing them to correctly interpret information from experienced emotions, draw strength from them to act, fuel their energy, support intellectual processes, and make right decisions.
2. Learn the ABCD model of emotions from Rational Behavior Therapy, used to manage emotions, beliefs, thinking patterns in specific situations, and subsequent behavior and actions.
3. Identify the most common cognitive and self-destructive belief distortions, surrendering chosen beliefs regarding important issues, and 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 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 from a selected business relationship that has significant business importance and is currently unfavorable, identifying which relationship they would like to improve.
7. Understand resistance to changing the status quo (changing the outcome to the desired state) and resistance to the process (the work required to achieve the desired outcome) in relationships.
8. Summary