Customer Care Academy Training Course

MODULE 1

1. Introduction to the development cycle objectives and program centered on professional customer engagement.
2. Establishment of individual performance goals by training participants.
3. Verbal and non-verbal communication styles and professional conduct: submissive, aggressive, and assertive.
   • Self-assessment of personal communication styles and professional demeanor.
   • Assessment of communication patterns and service provider conduct.
   • Practical application of verbal and non-verbal techniques to enhance social impact and communication effectiveness.
4. Simulation of stakeholder interactions utilizing selected communication tools.

MODULE 2

1. Five principles of effective communication developed by Dr. David Burns, co-founder of cognitive-behavioral therapy.
2. Communication Aikido. Managing complex operational scenarios in an educational or instructional context.

MODULE 3

1. Individual analysis by each training participant of the most recent five successful and five unsuccessful sales processes. Identification of key success and failure factors, including specific elements that led to outcomes or identified gaps. Extraction of conclusions through group work to determine the key behaviors and actions at individual process stages that most significantly impact success.
2. Development of sales arguments – a repository of benefits and added value derived from:

• products or services offered
• the standard of service delivery;
• other benefits and added values that address identified client problems, offer the highest value from a perspective of cost reduction and/or profit retention, and provide a justifiable return on investment.

1. Exercise in the selection and presentation of sales arguments (previously documented in the added value bank) that align with client problems and objectives. Simulation of a client conversation – the introduction stage highlighting previously identified benefits.

MODULE 4

1. Identification of the most common critical customer objections, reservations, and claims.
2. Development of responses to previously identified critical objections, customer concerns, or claims, utilizing the objection response model.
3. Simulations of client conversations – the stage of responding to previously identified critical objections, using pre-developed responses.
4. Determination of actions and behaviors that counteract negative dynamics and facilitate the management of customer objections.

MODULE 5

1. The practice of constructive confrontation and the constructive confrontation model developed based on NVC (Nonviolent Communication) by Marshall Rosenberg. Constructive confrontation is defined as relationship building.
2. Practice of complex real-world situations, which workshop participants will categorize for constructive confrontation, followed by simulated conversations – constructive confrontations in scenarios of their choice.
3. Simulations of client conversations using the acquired model.
4. The model of emotional escalation dynamics, which enables understanding of the optimal timing for constructive confrontation to ensure emotions are supportive rather than detrimental.
5. Determination of how emotional escalation dynamics function within the constructive confrontation model, serving to resolve issues or address matters, rather than targeting individuals.

MODULE 6

1. Practical discussion and application of the principles of persuasion.
2. Practical discussion of the six principles of influence described by Prof. Robert Cialdini, enabling training participants to enhance their influence on stakeholders.

MODULE 7

1. The standard for effective business dialogue. Assumptions, strategies, and techniques for conducting productive professional interactions.
2. Empathetic listening with deep engagement
3. Converting ratings into constructive opinions
4. "Aikido" in dialogue – model assumptions and linguistic structures
5. The language of accountability versus the language of assigning blame and transferring responsibility
6. The language of values in practice – model assumptions and linguistic structures
7. The language of high performance – model assumptions and linguistic structures
8. The language of respect that fosters dialogue and facilitates mutual understanding
9. The language of transparency – model assumptions and language structures, and twelve persuasive question patterns
10. The language of resolve – model assumptions and linguistic structures

MODULE 8

1. Advanced models of professional communication
2. The "stairway to consensus" communication model
3. Karpman's drama triangle – model and psychology of the drama triangle, and advanced linguistic structures to prevent manipulation and facilitate exit from triangular dynamics toward agreement.
4. The language of effective dialogue – linguistic structures to be avoided, as they hinder consensus, and linguistic structures that increase the likelihood of agreement.

MODULE 9

Outcome-Based Thinking Model – Thinking in terms of results, defining the desired achievement. Practical training in influencing and communicating with contractors during negotiations.

Practical application of the Outcome-Based Thinking model. Each training participant will describe their objectives individually in terms of results, specifically: what they aim to achieve and obtain, how to persuade or dissuade a selected contractor, and what information or arguments are required, along with the necessary actions, statements, and behaviors to achieve the intended and previously described outcome.

MODULE 10

SELF-KNOWLEDGE LABORATORY, during which training participants:

1. Transform and integrate difficult emotions (commonly referred to as negative) at the source (using a professional therapeutic model for emotional integration and transformation) experienced in challenging situations. This process will modify thinking patterns and beliefs about emotions, enabling accurate interpretation of emotional information, deriving strength and energy for action, supporting intellectual processes, and facilitating sound decision-making.
2. Learn the ABCD model of emotions from Rational Behavior Therapy, which is used to manage emotions, beliefs, alter thinking patterns in specific situations, and modify behavior and actions.
3. Learn the most common cognitive and self-defeating belief distortions, challenging chosen beliefs regarding significant issues, and self-diagnose using acquired tools to verify their truthfulness and utility.
4. Learn the five principles of healthy thinking, a model derived from Rational Behavior Therapy, providing a reliable diagnostic tool to assess whether beliefs are beneficial and support goal achievement.
5. Convert identified negative beliefs into supportive beliefs in a selected challenging business scenario.
6. Analyze the balance of benefits and costs in a selected business relationship that holds significant business importance and is currently suboptimal, identifying areas for improvement.
7. Learn about resistance to changing the status quo (altering the result to the desired state) and resistance to the process (the work required to achieve the desired outcome) in professional relationships.
8. Summary