Telephone Collections Training

dancing lion training & consultancy
In company
3 opiniones

£ 337 - ($ 8,841)
IVA inc.

Información importante

  • Curso
  • In company
  • Duración:
    2 Days
  • Cuándo:
    A definir
Descripción


Collecting money can be a challenging job, particularly in difficult trading periods. Those new to the role can easily find it daunting and sound hesitant and ineffective. Those with collections experience can become too ‘hard nosed’, sounding abrupt, rude and inflexible. This programme places particular emphasis on the needs of the customer giving participants core skills to recognise customer needs, make agreements that are kept, reducing bad debt and costly litigation procedures.

This training programme is typically delivered in English.
Translators can be provided at an additional cost.

Información importante
¿Qué objetivos tiene esta formación?


Outcomes:
❖staff who treat the customer fairly
❖collections agents who work to agreed practices and methods
❖greater consistency across the team in collections activity
❖higher collection rates and reduced ‘bad’ debt.

¿Esta formación es para mí?


This programme can be tailored for public and private sector officers and agents making outbound and receiving inbound calls. Debt range includes: Council tax, Business rates, Sundry Debt, Housing rent, Mortgages, Credit cards, Utilities, Parking fines, Social services overpayments and more.

Requisitos:

Instalaciones

Dónde se imparte y en qué fechas

Inicio Ubicación
A definir
Inhouse

Opiniones

H

07/02/2015
Lo mejor Dancing lion have worked with me over several years providing telephone debt recovery techniques and accreditation to a debt team that collects £190M annually. Thier assistance and work programmes have enabled me to ensure the team is focused on delivering a high quality service in an area of difficulty - collecting money.

A mejorar No negative aspects.

Curso realizado: Febrero 2015 | Recomendarías este centro? Sí.
C

19/05/2016
Lo mejor The Credit Services Associations expectations of our industry leading training practitioners is to deliver the best service at all times. Dancing lion training & consultancy exceeded our expectations. I would not hesitate to hire dancing lion’s services in the future and have them work on behalf of the Credit Services Association. In addition I would recommend their credentials to any of our clients and associates.

A mejorar N/A.

Curso realizado: Mayo 2016 | Recomendarías este centro? Sí.
H

15/04/2015
Lo mejor The trainer from dancing lion was a highly self motivated individual with excellent communication skills. The telephone arrears collection training they delivered was imaginative and fun for the staff. I would recommend dancing lion to any prospective client.

A mejorar Nothing.

Curso realizado: Abril 2015 | Recomendarías este centro? Sí.

¿Qué aprendes en este curso?

Telephone Skills
Stress Management
Negotiation Skills
Persuasion Skills
Customer Care
Listening Skills
Closing Skills
Sound
Effective Communication
Verbal Skills
Collections Management
Sound
Stress Management

Programa académico

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