Telephone collections are a critical part of the debt collection process but often there is little or no guidance given to the employees responsible for the task. Making the call an effective and successful one is a huge challenge and if you don’t prepare for the call or approach it with the right attitude, techniques, communication skills and confidence, then often the debtor can take control.
This full-day course will guide you through this challenging task and enable you to improve your skills and effectiveness when dealing with debtors over the telephone. It will develop your skills in all of these key areas and help you dramatically improve your telephone collection performance while still maintaining a strong relationship with your customer. It is an interactive day and uses effective exercises to reinforce the knowledge gained.
It examines a number of successful techniques you should use and explains how to handle difficult customers and late payers. It will also demonstrate how you can spot the difference between excuses and real reasons for non-payment.
This course will be of great benefit to anyone working in credit control - whether you are the sole person responsible or part of a larger team. If you are an experienced collector or someone relatively new to the role, this practical course will greatly enhance your skills.
It will also benefit anyone in more senior roles seeking a greater understanding of the principles of credit control in order to manage their organisation's process more effectively.
