Telephone Collection Techniques

Essential Telephone Collection Techniques

"I feel more confi dent about doing my job and will make
lots of positive changes"

Content
■ 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 Diffi cult 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 and follow up action
Practical exercises based on typical
situations faced by collectors