Customer Care Academy Training Course

MODULE 1

1. Presentation of the goals and programme of the development cycle – PROFESSIONAL CUSTOMER CARE.
2. Setting individual goals by training participants.
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.
   • Practising non-verbal and verbal elements and communication 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-behavioural therapy.
2. Communication Aikido. Managing a difficult situation at work as a teacher.

MODULE 3

1. Individual analysis by each training participant of the last 5 "wins" and 5 "losses" in sales processes. Identify key factors of success and failure—what contributed to winning and what was missing or led to losing. At the analysis stage, draw conclusions (through group work on the training forum) to determine which key behaviours 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 not covered in the previous two areas, which address the client's identified problems, represent the greatest value from the perspective of costs incurred and/or lost profits, and provide a return on investment with sound business justification.

1. Exercise in selecting and presenting sales arguments (previously described in the added value bank) that are adequate to the client's problems and goals. Simulation of a conversation with a client—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, customer objections, and claims, using the objection response model.
3. Simulations of a conversation with a client—the stage of responding to previously agreed-upon critical objections, using previously developed answers.
4. Identifying actions and behaviours that serve a counteracting function and effectively manage customer objections.

MODULE 5

1. The art of constructive confrontation and the constructive confrontation model developed on the basis of NVC (nonviolent communication) by Marshall Rosenberg. Constructive confrontation = building relationships.
2. Practising the most problematic real-life situations, which workshop participants will qualify for constructive confrontation, followed by simulating conversations—constructive confrontations—in situations of their choice.
3. Simulations of conversations with clients, using the learned model.
4. The model of emotional escalation dynamics, which helps us understand when to decide on a constructive confrontation so that emotions support rather than hinder us.
5. Understanding how emotional escalation dynamics proceed within the constructive confrontation model, which serves to solve a problem or address 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 versus the language of finding someone to blame and shifting 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 of the drama triangle, and advanced linguistic structures to defend against trial manipulation, entry into triangle games, exit from triangle games, and agreement.
4. The language of good conversation—linguistic structures that should be abandoned 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 on the Outcome Based Thinking model. Each participant will individually describe their desired outcome—what they want to achieve and obtain, persuade or dissuade their (selected) contractor, what information or arguments they need to provide, 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 and integrate unpleasant (colloquially called negative) emotions at the source (using a professional therapeutic model—integration of emotions: transformation at the source) that they experience and endure in difficult situations. This will change their way of thinking and beliefs about emotions, enabling them to correctly interpret information coming from experienced emotions, draw strength from emotions that energise them, fuel their actions, support intellectual processes, and make the right decisions.
2. Will learn the ABCD model of emotions from Rational Behaviour Therapy, which serves to manage: your emotions, beliefs, changing your way of thinking in a given situation, and changing behaviour and actions.
3. Will learn about the most common cognitive and self-destructive belief distortions, surrendering your chosen beliefs on important issues, and self-diagnosing using learned tools to check their truthfulness and usefulness.
4. Will learn the five principles of healthy thinking, a model derived from Rational Behaviour Therapy, providing a reliable diagnostic tool to check whether their beliefs are beneficial 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 analyse the balance of profits and costs from a selected business relationship that holds significant business importance but is currently unfavourable, and identify which relationship they would like to improve.
7. Will learn what 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) entail in relationships.
8. Summary.