In the current economic climate more and more people are finding it difficult to keep up with repayments of mortgages, loans, credit cards and other debts. Some of these people need careful handling and the right approach with collection calls. This dynamic and interactive course enables delegates to switch on to the person they are dealing with and create a mood of co-operation, appearing to agree in order to change and reach a positive outcome

Course Objectives

Break through the barriers that block payment and hold up cash
Come to amicable arrangements without sacrificing goodwill
How to use influencing factors to persuade customers to pay rather than not pay, or to pay something rather than nothing
Closing calls with confidence

Course Designed For

Call centre, bank, building society, utilities and telephone and mobile phone and debt recovery staff involved in collecting arrears, re-payments and debts from private individuals.

Course Duration

One Day

Maximum Number of Delegates

 Eight

In-House Delivery Option Available

 Yes

Influencing Customers to Pay

Talking to the Debtor
Using the right influencing factors
Asking the right questions
Being assertive
Developing persuasive skills
Overcoming all types of excuses
Breaking negotiation deadlocks
Taking away the reasons not to pay
Dealing with complaints
Developing counselling skills

Closing the Call

Making sure you get agreement
Following up effectively
Stressing the consequences of non-payment

Areas of Difficulty

Handling aggressive and abusive people
Dealing with emotional people
Dealing with other situations and problems you find difficult

What if your Debtor is in the situation where:

They are constantly arguing with their partner over bills
They are always having to pay late
An increasing amount of their income is used to pay bills
They are up to their limits with banks and other credit cards
They are being threatened with legal action
They are unemployed
They are separated or divorced

£464.13 (£395 + VAT) per Delegate.

Discounts are available if 2 or more delegates from the same organisation attend the same course.

Please read 'How much does each course cost' on our FAQ's page for details.

This is a new course and consequently there are no testimonials at present.