Overview
This latest Debt Collection Through Telephone Skills program is designed to help participants collect debt and prosper through targeted teleskills. The debt collections scenatios activities are real and yet easy to participate in. Through the telephone skills that the trainer will share, participants would be learning how to be quick at generating meaningful discussions and improve their teleskillsrapidly. This practical yet fun program help to boost one's performance in formulating effective strategies to be good at collecting debts through telephone professionally.
Learning Outcomes
By the end of the Debt Collection Through Telephone intensive session, you will be able to:
- Plan and Structure collection calls more effectively
- Understand the elements of consultative communication and improve skills in this area
- Discover opportunities to guide customers towards suitable payment arrangements
- Make a conscious effort to understand the customer’s environment in order to convince and create impact
- Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for
longer periods of time
- Collect debts better using empathy
- Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact
finding questions, leading, requesting for payment etc.
Who Must Attend
- Credit Assistants, Executives
- Executives to Senior Managers
- Marketing Professionals in-charge of collection
- Finance and admin Executives and Managers
Course Details
MODULE 1: The Collector’s Body Language strategy
Activity– Synchrony vs Dyssemia
Do’s & Don’ts in Body Language
MODULE 2: Probing Skills for exploration
PROBING SKILLS GAME: “20 Questions”
The art of asking the right questions to identify and understand underlying customer issues and to seek collection opportunities
MODULE 3: Active / EffectiveListening skills
There is a strong link between effective listening and increased collections.
ACTIVE LISTENING GAME: “The Diagram”
MODULE 5: AN “ASSERTIVE” COLLECTION INTERACTION
Open the interaction
Motivate, Persuade, Negotiate
MODULE 6: Consequence based persuasion approach VS The “LET’S TALK” approach
EXERCISE:Developing “ASSERTIVE” dialogue including:
Impactful opening statement, probing questions, relaying the account’s current status, handling excuses, testing the water questions, negotiation, generating guilt for non-payment, strategic ending statement.
ROLE PLAY EXERCISE - Selected participants depending upon available time
Methodology
Course Leader
To contact Shahrukh for any speaking, training and consultancy engagements, please contact us at +603 8074 9056 | Mobile +6012 6869 628 | +6018 2735 123 or email: info@iTrainingExpert.com
Testimonies
Investment
| Normal fee |
| Sign up 1 pax |
| Pay before course starts |
| MYR 1,590.00 per pax |
| USD 450.00 |
| Early Bird |
| Sign up 1 pax |
| Pay 14 days before course starts |
| MYR 1,390.00 per pax |
| USD 400.00 |
| Group Fee |
| Sign up 3 pax or more |
| Pay 14 days before course starts |
| MYR 1,290.00 per pax |
| USD 370.00 |
(Fee inclusive of Buffet Lunch, Refreshment, Welcome Pack, Training Materials & Certificate of Achievement)
Payment mode:
1. ONLINE PAYMENT by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. BANK IN CHEQUE
Bank in and then scan the Bank-in slip and email to us before the course commence to confirm your seat.
Courier your cheque payment to our Finance HQ.
*Note that we DO NOT take any payments during the event.
3. BANK IN CASH: You can also pay by cash through bank-in our company bank account.
4. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
Contact us:
ITRAININGEXPERT GLOBAL PLT
Tel:+603 8074 9056 | +603 8082 3707
Mobile: +6012 6869 628 | +6018 2175 123
Email: info@itrainingexpert.com
Website: www.iTrainingExpert.com
