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'Excellence is not a matter of chance but of choice'Advanced Telephone Collection SkillsThis particular two day workshop has been designed to address the needs of those whose daily role is intensive telephone customer (trade or consumer) contact, in order to maximise CASH FLOWS and CUSTOMER SERVICE. A major feature of the day is the opportunity for each candidate to gain extensive personal benefit from making—and receiving—calls but in a safe and supportive environment. At the end of the workshop attendees should be in possession of vastly superior techniques and skills aimed at improving levels of competence AND confidence when dealing with customers - in particular, customers who can sometimes be angry, abusive, challenging and awkward. Day OneThe Cost of Credit This deals with DSO (Days Sales Outstanding). A measure of the efficiency of the credit department directly related to speed of collection, and its effect on the business The Ideal Credit Controller Attendees are asked to give their thoughts on the behavioural quality, skills, aptitude and abilities of the ideal credit controller 3 Keys Influencing and Assertiveness How assertive are you? What is your influencing style? Call Planning Exercise Workshop - planning your telephone calls. Questions, gathering information. Planning outcome and results. The Successful Telephone Call Workshop - opening and body of the call and closing effectively. Techniques and strategies for controlling the call. Dealing effectively with delaying tactics. Handling the reasons for non payment. Valuable tips and techniques. Communicating, Listening, Questioning. Other Collection Methods Interactive discussion on other methods of collection Negotiation Techniques
Escalation How and when to escalate problem issues effectively - both internally and externally Interactive session Reasons For Non Payment (2) Role play - Imaginary telephone calls to your own problem customers. Exploring and putting into practice new skills and techniques Logic, Emotion and Power Dealing with excuses The use of Logic, Emotion and Power to make your collections more effective. Interactive discussion on the above 1st Day Review
Day TwoIntroduction and Objectives
In at the Deep End
Self Analysis
The Successful Call
Team (Group) Analysis
Closing Session
This workshop is the second day of a two-day modular programme on ’Telephone Collection Techniques’. The two days complementing each other to form an essential advanced collections skills development tool for both experienced staff or those relatively new to Credit and Collections. Managers also find ATTENDING this workshop useful to both update and gauge their own understanding of the techniques and issues involved and to further support their teams in pursuit of excellence in Credit Control. Please e-mail: enquire@ccstraining.co.uk for further information or to discuss requirements. |