Quality Credit Collection Skills
Achieve your Team Collection Targets with Ease
The purpose of this course is to develop telephone collection excellence so that your team can maintain profitability and reach their collection targets.
Develop your team's telephone credit collection skills to ensure that every conversation they have produces the best possible result. Have your team learn the keys to moving more of their collection calls to firm arrangements.
They will develop techniques to take control of the conversation, use assertive negotiation to secure a commitment by utilising benefits versus consequences scenarios. They will also understand the different methods for dealing with cash flow victims, game players and difficult customers.
Course option:
This program is generally delivered as a 1 day public course, however a two day customised course is available to private organisations. The two day course offers a more intensive program and enables particpants to further develop skills through scenario role plays and further coaching.
Who will benefit:
This course will be customised to suit your organisation's specific needs. Especially suitable for teams in small and medium size business, local government, state government and federal government agencies, corporate teams, and for call/contact centre teams.
Topics covered include:
- Understanding the role and responsibilities of the credit collection professional
- Establishing the pre-requisites for success
- Preparing for each call by evaluating the account to ensure success
- Demonstrating a structured approach to the quality credit collection call
- Following the structure of the call process whilst maintaining a personal approach
- Maintaining good customer relations during the collection call process
- Utilising advanced communication skills and negotiation techniques
- Reviewing and explaining the status of the account and moving to a firm agreement
- Having the courage to keep going with a customer who's stalling for time.
This program has been implemented by a large (WA) utility to reduce debt by approximately twelve million dollars.
Course format:
Pre-course self analysis, interactive dialogue, exercises, skills practices, role plays and feedback and a personal action plan.
Participants must complete a “Learning Check” and evaluation on completion.
Certificate presented to each participant on satisfactory completion
Inclusions:
Everyone receives a comprehensive reader-friendly workbook, to refer to during and after the course. Lunch and refreshments also provided.
Group Size: 6-10 Participants Numbers can be increased for private seminars
Duration: 1 day. (2 day option also available)
Time: 8:30 AM - 4:00 PM
Location: 18B, 328 Albany Highway, Victoria Park.
Public Courses
- Dealing With Difficult Customers
- Telephone Courtesy and Etiquette
- Receptionist Essentials Training
- Dynamic Sales Training
- Verbal Victory
- Team Leadership & Team Development
- Effective Public Speaking
- Quality Credit Collection Skills
- Turning Enquiries into Sales
- Customer Service Skills Training
- Esperance Dealing With Difficult Cust
- Esperance Courtesy & Etiquette
- Course Calender
Upcoming Course Dates
Click on a date to register!
Friday 10th of September 2010Click here to view our
Course Calendar »
