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 tools of communication 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 their last 5 "wins" and 5 "losses" in sales processes. Identifying key factors of success and failure, understanding what led to winning and what caused losses or what was missing. During the analysis extraction stage, conclusions are drawn (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 that address the client's identified problems, represent the greatest value for the client from the perspective of incurred costs 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 appropriate to the client's problems and goals. Simulation of a conversation with a client - the introduction stage (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 critical objections of the client, using previously developed answers.
4. Determining actions and behaviours that have a counteracting function and managing 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. Practising the most problematic real situations, which the workshop participants will qualify for constructive confrontation and then conduct a simulation of conversations - constructive confrontations, of their choice.
3. Simulations of conversations with clients, using the learned model.
4. The model of emotional escalation dynamics, which allows us to understand when we should decide on a constructive confrontation so that emotions support us.
5. Determining how the dynamics of emotional escalation proceed 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 influencing, described by Prof. Robert Cialdini, thanks to 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, entry into triangle games, exit from triangle games and agreement.
4. The language of good conversation - linguistic structures that should be renounced because they block the conclusion of an agreement, and linguistic structures that increase the probability of reaching an agreement.

MODULE 9

Outcome Based Thinking Model – Thinking in terms of the result: what I want to achieve, what I want to achieve. Practical training in influencing and communicating negotiations with contractors.

Practical training of the Outcome Based Thinking model. Each training participant will describe it individually in terms of the result, i.e.: what I want to achieve and obtain, persuade and dissuade your (selected) contractor, and what information or arguments I need to provide him, what I should do, what actions to take, what to say, how to behave to achieve the intended and previously described result.

MODULE 10

SELF-KNOWLEDGE LABORATORY, during which training participants:

1. They will transform at the source and integrate the unpleasant (in colloquial language called negative) emotions (using a professional therapeutic model
   integration of emotions - transformation at the source) they experience and survive in difficult situations. This will change their way of thinking and beliefs about emotions, thanks to which they will be able to correctly interpret information that comes 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. They will learn the ABCD model of your emotions from Rational Behaviour Therapy, which serves to manage: your emotions, beliefs, changing the way of thinking in a given situation and changing behaviour and actions.
3. They will learn the most common cognitive and self-destructive distortions of beliefs, surrendering your chosen beliefs to important issues,
   self-diagnosis using the tools you have learned to check their truthfulness and usefulness.
4. They will learn the five principles of healthy thinking, a model derived from Rational Behaviour Therapy, thanks to which they will have a reliable diagnostic tool, used to check whether their beliefs are good for them and support the achievement of goals.
5. They will change identified negative beliefs into supportive beliefs in a selected difficult business situation.
6. They will analyze the balance of profits and costs from the selected business relationship that has significant business importance and is currently unfavourable, which relationship they would like to change for the better.
7. They will learn what resistance to changing the status quo is (changing the result to the desired one) and resistance to the process (the work that must be done to achieve the desired outcome) in relationships.
8. Summary