Essential Telephone Collection Skills
Short course
Blended learning in Newcastle-Upon-Tyne, Southampton and Manchester
Description
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Type
Short course
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Methodology
Blended
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Location
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Duration
1 Day
The course delivery takes place over one day and will focus both on the principles of telephone collections and their application in the work place. As this is a skills unit the trainer will seek to link the knowledge delivered to its practical application in the work place and, where possible, the challenges faced by the delegates in their work based roles, promoting greater confidence and enhanced skill sets. Suitable for: This course is ideal for those who are in credit and order to cash roles, have responsibility for telephone cash collections and are looking both for routes to further develop their skills as well as gaining professional recognition for their skill sets. This course is also ideal for those new to telephone cash collection responsibilities and looking for a sound knowledge base on which to build new skills and a benchmarking certification to begin their professional development.
Facilities
Location
Start date
Start date
Start date
Start date
Start date
Reviews
Course programme
Successful completion of the course and the post course assignments confers an Institute of Credit Management (ICM) competency award in Telephone Collections and 6 credits towards the ICM L2/L3 Diploma in Credit Management.
A brief overview of main topics and areas covered are as below -
- The principles of effective telephone collections and minimising the damage to customer goodwill
- Advantages and disadvantages of telephone communications
- What influences the success of a collections call
- Techniques for maximising the effectiveness of a collections call
- How to deal professionally with a range of callers
- How to organise and manage collection calls
- How to organise calls for maximum effectiveness
- Techniques for dealing with late payment excuses
- Strategies for dealing with non payment
- Demonstrating effective telephone collection techniques in the work place
- Planning and recording calls and their outcomes
- Identifying techniques that were successful
- Developing action plans for improved performance
- Successfully completing the assignment
Essential Telephone Collection Skills