Customer Care Academy Training Course

MODULE 1

1. Presentation of the goals and program for the development cycle - PROFESSIONAL CUSTOMER CARE for government.

2. Setting individual objectives by training participants.

3. Verbal and non-verbal communication and attitudes: submissive, aggressive, and assertive.

a. Self-diagnosis of one's own communication and attitude.
b. Diagnosis of customer communication and attitudes.
c. Practicing non-verbal and verbal elements and tools that enhance social impact and effective communication.

4. Simulation of conversations with customers using selected tools.

MODULE 2

1. Five principles of effective communication, as outlined by Dr. David Burns, co-founder of cognitive-behavioral therapy.

2. Communication Aikido: Managing difficult situations at work, similar to a teacher's approach.

MODULE 3

1. Individual analysis by each training participant of the last five successful and unsuccessful sales processes. Identifying key factors of success and failure to understand what led to wins and losses. At the conclusion stage, determining (through group work on the training forum) which behaviors and actions at different stages of the sales process have the greatest impact on success.

2. Developing sales arguments - a repository of benefits and value-added elements derived from:

a. Our products/services
b. Our standard of customer service;
c. Other benefits and added values not covered in the above two areas, addressing client problems and providing the greatest value from the perspective of costs incurred and/or lost profits, with a focus on return on investment and business justification.

3. Exercise in selecting and presenting sales arguments (previously described in the value-added repository) that are appropriate to the client's issues 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/claims.
2. Developing responses to previously identified critical objections using an objection response model.
3. Simulations of conversations with clients at the stage of responding to pre-identified critical objections, utilizing developed answers.
4. Determining actions and behaviors that counteract and manage customer objections.

MODULE 5

1. The art of constructive confrontation based on the model developed by Marshall Rosenberg using Nonviolent Communication (NVC). Constructive confrontation = building relationships.

2. Practicing real-life challenging situations, which participants will qualify for constructive confrontation, followed by simulation of conversations - constructive confrontations in scenarios of their choice.

3. Simulations of conversations with clients using the learned model.

4. The dynamics of emotional escalation model, which helps understand when to initiate a constructive confrontation so that emotions support the process.

5. Understanding how the dynamics of emotional escalation unfold in the constructive confrontation model, designed to solve problems or address issues rather than dealing with individuals.

MODULE 6

1. Practical discussion and application of persuasion laws.

2. Practical discussion of the six principles of influence described by Prof. Robert Cialdini, enabling participants to enhance their influence on customers.

MODULE 7

1. The standard for a "good conversation" in business. Assumptions, strategies, and techniques for effective business conversations.
2. Empathetic listening with the heart.
3. Converting ratings into opinions.
4. Aikido in conversation - model assumptions and linguistic structures.
5. The language of taking responsibility versus the language of 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 understanding.
9. The language of transparency - model assumptions, linguistic 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 - understanding the psychology and advanced linguistic structures to defend against manipulation, exit from triangle games, and achieve agreement.
4. The language of good conversation - identifying linguistic structures that block agreements and those that increase the likelihood of reaching an agreement.

MODULE 9

Outcome-Based Thinking Model – Focusing on desired results in negotiations with contractors. Practical training in influencing and communicating during negotiations.

Practical application of the Outcome-Based Thinking model. Each participant will individually describe their goals, i.e., what they want to achieve, persuade or dissuade a (selected) contractor, and what information or arguments are needed. They will also determine actions, behaviors, and language to achieve the intended result.

MODULE 10

SELF-KNOWLEDGE LABORATORY, during which training participants:

1. Will transform and integrate unpleasant (colloquially termed negative) emotions using a professional therapeutic model, enhancing their ability to interpret emotional information accurately, derive energy from emotions, and support intellectual processes and decision-making.
2. Will learn the ABCD model of emotions from Rational Behavior Therapy, aiding in managing emotions, beliefs, and behaviors in given situations.
3. Will identify common cognitive and self-destructive distortions, assessing their truthfulness and usefulness through learned tools.
4. Will understand the five principles of healthy thinking, a model derived from Rational Behavior Therapy, providing a reliable diagnostic tool to evaluate whether beliefs are beneficial and support goal achievement.
5. Will convert identified negative beliefs into supportive ones in a selected difficult business situation.
6. Will analyze the cost-benefit balance of a significant but currently unfavorable business relationship they wish to improve.
7. Will learn about resistance to changing the status quo (desired result) and resistance to the process (work required to achieve the desired outcome) in relationships.
8. Summary