Customer Care Academy Training Course

MODULE 1

1. Presentation of the goals and program for the development cycle: PROFESSIONAL CUSTOMER CARE.
2. Setting individual goals by training participants.
3. Verbal and non-verbal communication styles: submissive, aggressive, and assertive.
   • Self-assessment of personal communication style and attitude.
   • Assessment of customer communication and attitudes.
   • Practicing verbal and non-verbal communication techniques to enhance social impact and effectiveness.
4. Simulation exercises for customer conversations, 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 workplace situations with a focus on teaching methods.

MODULE 3

1. Individual analysis by each participant of the last five successful and unsuccessful sales processes. Identification of key success and failure factors to understand what contributed to wins and losses. Group discussions will determine which behaviors and actions at various stages of the sales process have the greatest impact on success.
2. Development of sales arguments based on:

• Our products/services
• Our standard of customer service
• Other benefits and added values that address the client's identified problems, provide a return on investment, and have business justification.

3. Exercise in selecting and presenting sales arguments (previously described in the value bank) tailored to the client’s problems and goals. Simulation of a conversation with a client to introduce these benefits.

MODULE 4

1. Identification of common critical customer objections, reservations, and claims.
2. Development of responses to identified objections using a structured model.
3. Simulation exercises for client conversations, focusing on responding to critical objections with prepared answers.
4. Determination of actions and behaviors that counteract customer objections and improve management of these situations.

MODULE 5

1. The art of constructive confrontation, based on the model developed by Marshall Rosenberg using nonviolent communication (NVC). Constructive confrontation aims to build relationships.
2. Practice with real-life challenging scenarios, identified by participants, through simulation exercises focusing on constructive confrontations.
3. Simulation of client conversations using the learned model.
4. Understanding the dynamics of emotional escalation and when to initiate a constructive confrontation to leverage emotions positively.
5. Determining how the dynamics of emotional escalation influence the constructive confrontation model, which is designed to solve problems rather than target individuals.

MODULE 6

1. Practical application and discussion of persuasion principles.
2. Examination of the six rules of influence as described by Professor Robert Cialdini, to enhance participants' ability to influence customers.

MODULE 7

1. The standard for effective business conversations. Key assumptions, strategies, and techniques for conducting "good conversations" in a professional setting.
2. Empathetic listening with emotional intelligence.
3. Converting ratings into meaningful insights.
4. Conversation Aikido: Principles and linguistic structures.
5. Language of responsibility versus language of blame and deflection.
6. Practical application of the language of values: principles and linguistic structures.
7. The language of a successful individual: principles and linguistic structures.
8. Respectful language that facilitates dialogue and understanding.
9. Transparent communication: principles, language structures, and persuasive question patterns.
10. Courageous language: principles 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 avoid manipulation, exit from negative patterns, and reach agreements.
4. Linguistic structures that block agreement versus those that facilitate it in professional conversations.

MODULE 9

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

Each participant will individually describe their intended outcomes, including what they want to achieve, persuade, or dissuade a selected contractor, the information or arguments needed, actions to take, and behaviors to exhibit to achieve the desired results.

MODULE 10

SELF-KNOWLEDGE LABORATORY, where participants will:

1. Transform and integrate unpleasant emotions experienced in difficult situations using a professional therapeutic model. This will change their thinking and beliefs about emotions, allowing them to interpret information accurately, draw strength from emotions, and support decision-making processes.
2. Learn the ABCD model of emotions from Rational Behavior Therapy to manage emotions, beliefs, and behaviors in various situations.
3. Identify common cognitive and self-destructive distortions, evaluate their beliefs using learned tools, and assess their truthfulness and usefulness.
4. Learn the five principles of healthy thinking from Rational Behavior Therapy to diagnose whether their beliefs are beneficial and supportive of goal achievement.
5. Convert identified negative beliefs into supportive ones in a selected challenging business situation.
6. Analyze the cost-benefit balance of a significant but currently unfavorable business relationship they wish to improve.
7. Understand resistance to change, both in terms of desired outcomes and the processes required to achieve them, within relationships.
8. Summary