Advanced Telephone Collection Skills

Institute of Credit Management

Training

In London

£ 390 + VAT

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Description

  • Type

    Training

  • Level

    Advanced

  • Location

    London

  • Duration

    1 Day

This course focuses on the development and perfection of the skills needed for successful telephone collections. The training is designed to be interactive and participation is encouraged at all stages. Suitable for: Experienced trade credit staff who wish to review their current telephone techniques and build on their current skills.

Facilities

Location

Start date

London
See map
61-63 Great Queen Street, WC2B 5DA

Start date

On request

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Reviews

Course programme

Course review:

A Self Assessment

A health check on current methods of collection

Account Queries

Welcoming complaints

Turning around negative situations

Voice Projection

Expression and tone

Persuasive Language Patterns

Use of terminology

Devising standard phrases

Using positive words and phrases to gain rapport

Difficult Debts

Identifying the real problem

Methods to deal with them

Effective Negotiation

The gentle art of persuasion

The negotiation process

Tips and tactics

Identifying customer type and building rapport

Practical Exercises

Negotiation exercises to reach the win-win situation

Collection Perfection

10 top tips

An excellent course to hold in-house.

Additional information

Payment options: Fee for ICM Members = £300 + VAT

See related categories

Advanced Telephone Collection Skills

£ 390 + VAT

The best Self-development courses

See all

See all