Customer Care Academy Training Course

MODULE 1

1. Presentation of the goals and program of the development cycle - PROFESSIONAL CUSTOMER CARE.
2. Setting individual goals through participant training.
3. Verbal and non-verbal communication and attitudes: 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. Simulations 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 teacher.

MODULE 3

1. Individual analysis by each training participant of their last five "wins" and five "losses" in sales processes. Identification of key factors for success and failure, determining what led to wins and what was missing in losses. In the conclusion stage, group work on the training forum identifies key behaviors and actions at individual stages of the sales process that have the greatest impact on success.
2. Developing sales arguments - a bank of benefits and added values resulting from:

• our products/services.
• our standard of customer service.
• other benefits and added values that address the client's identified problems and offer the greatest value 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) appropriate to the client's problems and goals. Simulation of a client conversation - introducing 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, and customer reservations using a response model.
3. Simulations of conversations with clients - responding to previously agreed-upon critical objections using pre-developed answers.
4. Identifying actions and behaviors that counteract and manage customer objections.

MODULE 5

1. The art of constructive confrontation and the constructive confrontation model developed based on Nonviolent Communication (NVC) by Marshall Rosenberg. Constructive confrontation = building relationships.
2. Practicing the most problematic real situations, which workshop participants will qualify for constructive confrontation and then conduct simulations of conversations - constructive confrontations, situations of their choice.
3. Simulations of conversations with clients using the learned model.
4. The model of emotional escalation dynamics, which helps understand when to decide on a constructive confrontation so that emotions support us.
5. Determining how the dynamics of emotional escalation proceed in the constructive confrontation model, serving to solve a problem or deal with a matter, not to deal with a 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 training participants to increase their influence on customers.

MODULE 7

1. The standard of "good conversation" in business. Assumptions, strategies, and techniques of "good conversation" in business.
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 - model and psychology, including advanced linguistic structures to defend against manipulative tactics, enter triangle games, exit triangle games, and reach agreement.
4. The language of good conversation - linguistic structures to be avoided 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 training of the Outcome Based Thinking model. Each participant will individually describe their goals in terms of results: what they want to achieve and obtain, whom they want to persuade or dissuade (their selected contractor), what information or arguments they need to provide, what they should do, 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 at the source (using a professional therapeutic model of emotion integration - transformation at the source). This changes their thinking and beliefs about emotions, allowing them to correctly interpret information from experienced emotions, draw strength from emotions to fuel action and support intellectual processes, and make right decisions.
2. Learn the ABCD model of emotions from Rational Behavior Therapy, which serves to manage emotions, beliefs, change thinking patterns in given situations, and change behavior and actions.
3. Learn the most common cognitive and self-destructive belief distortions, surrendering chosen beliefs regarding important issues. Perform self-diagnosis using learned tools 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 if 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 but is currently unfavorable, identifying which relationships they would like to change for the better.
7. Learn about resistance to changing the status quo (changing the result to the desired outcome) and resistance to the process (the work that must be done to achieve the desired outcome) in relationships.
8. Summary.