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 attitude: submissive, aggressive, and assertive.
   • Self-diagnosis of one's own communication and attitude.
   • Diagnosis of communication and customer attitudes.
   • Practicing non-verbal and verbal elements and tools that increase social impact and communication effectiveness.
4. Simulation of conversations with customers, using selected tools.

MODULE 2

1. Five secrets of effective communication, designed by Dr. David Burns, co-founder of cognitive-behavioral therapy.
2. Communication Aikido. Managing difficult situations at work as a teacher.

MODULE 3

1. Individual analysis by each training participant of the last 5 "wins" and 5 "loses" in sales processes. Identifying key factors of success and failure, determining what led to victories and what was missing or caused losses. Drawing conclusions from the analysis and determining (through group work on the training forum) which key behaviors and actions at individual stages of the sales process have the greatest impact on success.
2. Developing sales arguments - a bank of benefits and added values resulting from:

• our products/services
• my standard of customer service;
• other benefits and added values that address the client's identified problems and offer the greatest value to them, from the perspective of costs incurred 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 are appropriate for the client's problems and goals. Simulation of a conversation with a client - the introduction stage of previously earned benefits.

MODULE 4

1. Identifying the most common critical customer objections/reservations/claims.
2. Developing responses to previously identified critical objections/customer objections/claims, using the objection response model.
3. Simulations of conversations with a client - the stage of responding to previously agreed-upon critical objections of the client, with previously developed answers.
4. Determining actions and behaviors that have a counteracting function and help manage customer objections.

MODULE 5

1. The art of constructive confrontation and the constructive confrontation model developed based on NVC (nonviolent communication) 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 of their choice.
3. Simulations of conversations with clients, using the learned model.
4. The model of the dynamics of emotional escalation, which helps us understand when to decide on a constructive confrontation so that emotions support us.
5. Determining how the dynamics of emotional escalation proceeds in the constructive confrontation model, which serves: 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, through which training participants will be able 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 and 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 of the drama triangle and advanced linguistic structures to defend against trial manipulation and entry into triangle games, exit from triangle games, and reaching agreement.
4. The language of good conversation - linguistic structures that should be avoided because 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 the result, what I want to achieve. Practical training in influencing and communicating during negotiations with contractors.

Practical training of the Outcome Based Thinking model. Each participant will describe their individual goal in terms of the result, i.e.: what I want to achieve and obtain, persuade and dissuade my (selected) contractor, what information or arguments I need to provide him, what I 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. Will transform at the source and integrate unpleasant (colloquially called negative) emotions they experience and endure in difficult situations (using a professional therapeutic model of emotional integration - transformation at the source). This will change their way of thinking and beliefs about emotions, allowing them to correctly interpret information from experienced emotions, draw strength from emotions to give them energy to act and fuel them, supporting intellectual processes and making the right decisions.
2. Will learn the ABCD model of emotions from Rational Behavior Therapy, which serves to manage: emotions, beliefs, changing the way of thinking in a given situation, and changing behavior and actions.
3. Will learn the most common cognitive and self-destructive distortions of beliefs, surrendering chosen beliefs to important issues, self-diagnosis using the tools learned to check their truthfulness and usefulness.
4. Will learn the five principles of healthy thinking, a model derived from Rational Behavior Therapy, through which they will have a reliable diagnostic tool to check whether their beliefs are good for them and support the achievement of goals.
5. Will change identified negative beliefs into supportive ones in a selected difficult business situation.
6. Will analyze the balance of profits and costs from a selected business relationship that has significant business importance and is currently unfavorable, identifying which relationships they would like to change for the better.
7. Will learn what resistance to changing the status quo is (changing the result to... desired) and resistance to the process (the work that must be done to achieve the desired outcome) in relationships.
8. Summary