Telephone Collections Trainingdancing lion training & consultancy
£ 337 - ($ 8,841)
- In company
A mejorar No negative aspects.
Curso realizado: Febrero 2015 | Recomendarías este centro? Sí.
A mejorar N/A.
Curso realizado: Mayo 2016 | Recomendarías este centro? Sí.
A mejorar Nothing.
Curso realizado: Abril 2015 | Recomendarías este centro? Sí.
¿Qué aprendes en este curso?
By the end of the course participants will be have gained the following skills:
❖understanding what it means to treat customers fairly in collections work, putting them in the centre of the business ethics and practices.
❖utilising FCA and OFT guidelines and recommendations
❖maximising collections whilst maintaining high standards of customer service on both inbound and outbound telephone calls
❖fine tuning vocal tones and choosing the appropriate language to sound ‘approachable, firm and fair’.
❖how to structure your conversations for greater consistency.
❖essential preparation tasks for outbound telephone activity.
❖how to determine the appropriate course of action by identifying customer circumstances.
❖using effective questioning techniques to gather key information.
❖how to negotiate agreements and repayments.
❖how to direct the caller to an arrangement
❖developing listening skills to pick up on free information
❖how to deal with missed payments and broken promises
❖avoiding common communication habits that cause misunderstanding and conflict
❖resolving complaints and difficult calls
❖managing your own state and working under pressure