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Essential Telephone Collection Techniques

in Institute of Credit Management (England)

Classes Training

Place:

London

Price:

£340 + VAT Special offers 

Duration:

1 Day

Start:

10/12/2008 calendar
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Course objectives:

An interactive seminar providing the skills to stay calm, confident and focused when collecting overdue accounts. It will also give techniques to use in more challenging situations whilst negotiating workable solutions.

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Course details

Type Training Duration 1 Day
Method / place Contact course provider Classes in London where
Suitability Trade credit management staff with some telephone collection experience. It is an ideal follow on for those who have attended the ICM 'Gettign Started in Telephone Collections' seminar.
Course objectives An interactive seminar providing the skills to stay calm, confident and focused when collecting overdue accounts. It will also give techniques to use in more challenging situations whilst negotiating workable solutions.
Price £340 + VAT
Price details
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Course programme

Essential Telephone Collection Techniques
Personality Styles  
 
Identifying strengths and weaknesses  
 
Identifying customer types and strategies for dealing with them  
 
Establishing clear objectives   
 
Call Structure  
 
Analysing the structure of the collection call  
 
Identifying pitfalls and opportunities  
 
The importance of a clear opening, control and a strong close   
 
Customer Objections  
 
Dealing with reasons for non payment in an assertive way  
 
Drilling down  
 
Using questioning skills  
 
How to stop them using the same excuse again   
 
Resolving Difficult and Challenging Situations  
 
Attitude as a controllable choice  
 
Customer dynamics,  
 
Voice tone techniques  
 
Persuasive language patterns  
 
Building rapport  
 
Aggressive, submissive, assertive behaviours  
 
Keeping calm under pressure   
 
Negotiation Skills  
 
Principles of successful negotiation  
 
Staying focused  
 
Listening and clarifying  
 
Reaching workable solutions  
 
Closing the deal and follow up action   
 
Closing the Call  
 
Summary; Recording; Follow up action   
 
Practical Exercises  
 
Based on typical situations faced by collectors  
 
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Venues and dates



Where London, 9-10 Portland Place see map
When Start: 10/12/2008 Finish: 10/12/2008 See calendar
 
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On Institute of Credit Management

Provider description
The Institute of Credit Management (ICM) is the largest professional credit management organisation in Europe. It represents the credit profession across trade, consumer and export credit, as well as in related activities such as collections, credit reporting, credit insurance and insolvency. A centre of expertise for all matters relating to credit management for more than 50 years, the ICM is the only such organisation accredited by the Qualifications and Curriculum Authority (QCA) as an awarding body. The ICM offers a range of services, including a recruitment consultancy, training, conferences and seminars, the industry leading Credit Management magazine, bookshop, technical advisory service and 26 local branches.

The ICM's Mission: The Institute Credit Management (ICM) promotes excellence in credit management and raises awareness of its vital role in business and the community.

The ICM's Vision: To empower the credit profession by:

* being the centre of expertise for credit management.
* gaining universal recognition that sound credit management keeps business in business.
* maintaining relevant and up-to-date qualifications and occupational standards.
* being recognised and respected as its voice.
* supporting the career development of all people who work in credit management.
* improving skills and standards through a growing membership.
* continuously improving our products and services and being the first-choice provider.
* promoting credit management through local, national and international networks.

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