Customer Care Academy Training Course

MODULE 1

1. Introduction to the goals and program of the development cycle – PROFESSIONAL CUSTOMER CARE.
2. Participants set individual goals during the training.
3. Verbal and non-verbal communication and attitude: submissive, aggressive, and assertive.
   • Self-assessment of one’s own communication style and attitude.
   • Assessment of customer communication and attitudes.
   • Practice of non-verbal and verbal elements and tools that enhance social impact and communication effectiveness.
4. Simulation of customer conversations using selected 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 situations at work as a leader.

MODULE 3

1. Individual analysis by each participant of the last 5 “wins” and 5 “losses” in sales processes. Identifying key factors of success and failure: why we won and what was missing when we lost. Drawing conclusions from the analysis and determining, through group work, which key behaviors and actions at individual sales stages have the greatest impact on success.
2. Developing sales arguments – creating a bank of benefits and added value derived from:

• our products/services
• my standard of customer service;
• other benefits and added values not found in the previous two areas, which address the client’s identified problems, offer the greatest value from the perspective of costs incurred and/or lost profits, provide a return on investment, and are business-justifiable.

1. Exercise in selecting and presenting sales arguments (previously outlined in the value-added bank) that align with the client’s problems and goals. Simulation of a client conversation – the introduction stage (leveraging previously earned benefits).

MODULE 4

1. Identifying the most common critical customer objections, reservations, and claims.
2. Developing responses to previously identified critical customer objections or claims using the objection response model.
3. Simulation of client conversations – the stage of responding to previously agreed critical client objections using the previously developed answers.
4. Identifying actions and behaviors that have a counterproductive effect and learning to manage customer objections.

MODULE 5

1. The art of constructive confrontation and the constructive confrontation model based on NVC (Nonviolent Communication) by Marshall Rosenberg. Constructive confrontation = building relationships.
2. Practicing the most challenging real-life situations, where workshop participants will prepare for constructive confrontation and then conduct conversation simulations – constructive confrontations in situations of their choice.
3. Simulations of conversations with clients using the learned model.
4. The model of emotional escalation dynamics, helping to understand when to initiate constructive confrontation so that emotions support rather than hinder.
5. Understanding how the dynamics of emotional escalation function within the constructive confrontation model, which aims to solve problems or handle matters, not to engage with the person personally.

MODULE 6

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

MODULE 7

1. The standard of “good conversation” in business. Assumptions, strategies, and techniques for “good conversation” in a business context.
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 facilitates 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 – the model and psychology of the drama triangle, along with advanced linguistic structures to defend against manipulation, avoid getting trapped in triangle dynamics, and facilitate agreement.
4. The language of good conversation – linguistic structures to avoid, as they block agreement, and structures that enhance the likelihood of reaching a consensus.

MODULE 9

Outcome-Based Thinking Model – thinking in terms of results: what I want to achieve. Practical training in influencing and negotiating with stakeholders.

Practical application of the Outcome-Based Thinking model. Each participant will individually define their desired outcome: what they aim to achieve, persuade or dissuade a selected stakeholder, and what information or arguments are needed. They will determine what actions to take, what to say, and how to behave to achieve the intended, previously defined result.

MODULE 10

SELF-KNOWLEDGE LABORATORY, where training participants will:

1. Transform and integrate unpleasant (commonly referred to as negative) emotions at the source using a professional therapeutic model for emotional integration and transformation. This will alter their thinking and beliefs about emotions, enabling them to correctly interpret information from their emotional experiences, draw strength from emotions to fuel action, support intellectual processes, and make better decisions.
2. Learn the ABCD model from Rational Emotive Behavior Therapy, which helps manage emotions, beliefs, and change thinking patterns and behavior in specific situations.
3. Identify common cognitive distortions and self-defeating beliefs, and use learned tools to assess their validity and usefulness.
4. Learn the five principles of healthy thinking, derived from Rational Emotive Behavior Therapy, providing a reliable diagnostic tool to ensure beliefs support goal achievement.
5. Transform identified negative beliefs into supportive ones in selected challenging business situations.
6. Analyze the balance of profits and costs in a selected business relationship that is currently unfavorable but holds significant business importance, and explore how to improve it.
7. Understand resistance to changing the status quo (changing the outcome to a desired one) and resistance to the process (the work required to achieve the desired outcome) in relationships.
8. Summary.