Customer Care Academy Training Course

MODULE 1

1. Overview of the development cycle goals and program: Professional Customer Care.
2. Participants will establish individual learning objectives.
3. Exploring verbal and non-verbal communication and attitudes: submissive, aggressive, and assertive.
   • Self-assessment of personal communication style and attitude.
   • Analyzing communication and customer attitudes.
   • Practicing non-verbal and verbal elements and tools that enhance social impact and communication effectiveness.
4. Simulating customer conversations using the selected communication tools.

MODULE 2

1. The five secrets of effective communication, developed by Dr. David Burns, co-founder of cognitive-behavioral therapy.
2. Communication Aikido: Managing difficult work situations as a guide.

MODULE 3

1. Individual analysis of each participant’s last five "wins" and five "losses" in sales processes. Identifying key success and failure factors to understand what led to outcomes and what was missing. Through group work on the training forum, conclusions will be drawn to determine which behaviors and actions at specific sales stages have the greatest impact on success.
2. Developing sales arguments by building a bank of benefits and added values derived from:

• Our products/services.
• My standard of customer service.
• Other benefits and added values that address the client’s identified problems, representing the greatest value to them in terms of cost savings and/or lost profits, while providing a return on investment and business justification.

1. Exercising the selection and presentation of sales arguments (from the added value bank) that align with the client’s problems and goals. Simulating a client conversation at the introduction stage to present previously identified benefits.

MODULE 4

1. Identifying the most common critical customer objections, reservations, and claims.
2. Developing responses to these identified critical objections using a structured response model.
3. Simulating client conversations at the stage of addressing previously agreed-upon critical objections using the developed answers.
4. Determining actions and behaviors that counteract and effectively manage customer objections.

MODULE 5

1. The art of constructive confrontation and the model developed based on NVC (Nonviolent Communication) by Marshall Rosenberg. Constructive confrontation serves to build relationships.
2. Practicing the most challenging real-world situations. Participants will qualify these for constructive confrontation and then simulate conversations based on their chosen scenarios.
3. Simulating client conversations using the learned model.
4. Understanding the model of emotional escalation dynamics to determine the optimal timing for constructive confrontation, ensuring emotions support rather than hinder the process.
5. Analyzing how emotional escalation dynamics function within the constructive confrontation model, which focuses on solving problems or addressing matters, rather than dealing with the person.

MODULE 6

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

MODULE 7

1. Establishing the standard for "good conversation" in business, including assumptions, strategies, and techniques.
2. Empathetic listening with genuine engagement.
3. Transforming ratings into constructive opinions.
4. Applying "Aikido" in conversation: model assumptions and linguistic structures.
5. Using the language of taking responsibility versus the language of assigning blame and transferring responsibility.
6. Applying the language of values in practice: model assumptions and linguistic structures.
7. Adopting the language of a successful person: model assumptions and linguistic structures.
8. Using the language of respect to open dialogue and foster understanding.
9. Employing the language of transparency: model assumptions, linguistic structures, and twelve persuasive question patterns.
10. Using 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: Understanding the model and psychology, along with advanced linguistic structures to defend against manipulation, avoid entering triangle games, exit them, and reach agreements.
4. The language of good conversation: Identifying linguistic structures to avoid that block agreements, and structures that increase the probability of reaching consensus.

MODULE 9

Outcome-Based Thinking Model – Focusing on results: what you want to achieve. Practical training in influencing and communicating during negotiations with contractors.

Practical application of the Outcome-Based Thinking model. Each participant will individually describe their desired outcome: what they aim to achieve or obtain, how to persuade or dissuade a selected contractor, what information or arguments to provide, what actions to take, what to say, and how to behave to reach the intended and previously defined result.

MODULE 10

SELF-KNOWLEDGE LABORATORY, where participants will:

1. Transform and integrate unpleasant (often called negative) emotions at the source using a professional therapeutic model for emotion integration. This process aims to change thinking and beliefs about emotions, enabling correct interpretation of emotional information, drawing strength from emotions to fuel action, supporting intellectual processes, and making right decisions.
2. Learn the ABCD model of emotions from Rational Behavior Therapy, which helps manage emotions and beliefs, change thinking in specific situations, and modify behavior and actions.
3. Identify common cognitive and self-destructive distortions, surrendering chosen beliefs on important issues, and use self-diagnosis tools to check their truthfulness and usefulness.
4. Master the five principles of healthy thinking, a model derived from Rational Behavior Therapy, providing a reliable diagnostic tool to check if beliefs are beneficial and support goal achievement.
5. Convert identified negative beliefs into supportive ones in selected difficult business situations.
6. Analyze the balance of profits and costs in selected business relationships that are currently unfavorable but have significant business importance, aiming to improve them.
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. Course summary.