Training Course:Essential Telephone Collection TechniquesSchool/Trainer:Oak Tree Management & Training Ltd.
Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham, United Kingdom
Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced
Course Description:
'' An interactive seminar providing the skills to stay calm, confident and focused when collecting overdue accounts. It will also give techniques to use in more challenging situations whilst negotiating workable solutions.
Course Contents
Personality Styles
Identifying strengths and weaknesses
Identifying customer types and strategies for dealing with them
Establishing clear objectives
Call Structure:
Analysing the structure of the collection call
Identifying pitfalls and opportunities
The importance of a clear opening, control and a strong close
Customer Objections:
Dealing with reasons for non payment in an assertive way
Drilling down
Using questioning skills
How to stop them using the same excuse again
Resolving Difficult and Challenging Situations:
Attitude as a controllable choice
Customer Dynamics
Voice tone techniques
Persuasive language patterns
Building rapport
Aggressive, submissive, assertive behaviour
Keeping calm under pressure
Negotiation Skills:
Principles of successful negotiation
Staying focused, listening and clarifying
Reaching workable solutions
Closing the deal and follow up action
Closing the Call:
Summary, recording and follow up action
Practical exercises based on typical situations faced by collectors
...''
Elements of this syllabus are subject to change.
Please go to the school's official website for training price and schedule:
http://www.oaktree-training.co.uk/
Phone:(01284) 763040
School Address/Venue(s):
Park Farm Business Centre
Fornham St Genevieve
Bury St Edmunds
Suffolk
United Kingdom
IP28 6TS
Jobs & Resumes: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Houses & Roommates: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Newcastle, Nottingham
Travel Agencies: Birmingham, Bristol, Cambridge, Edinburgh, London, Manchester, Nottingham
Search other schools for Essential Telephone Collection Techniques training resources.
Other training courses offered by Oak Tree Management & Training Ltd.:
Transforming Teams & Organisations
Advanced Debt Recovery through the Courts
Advanced Telephone Collection Skills
Consumer Credit Management
Credit Management for Professional Services
Credit Policy
Debt Recovery through the Courts
Export Credit - Payments and Procedures
Management of Sundry Debtors
Advanced Credit Risk
Credit Management Strategies
Credit Risk Analysis
Credit Risk
Letters of Credit
Collections for Utilities
Customer Care in Credit Management
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