Cash Collection by Phone for Consumer Credit
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 with counselling skills rather than out and out 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
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, pay something rather than nothing
- Closing calls feeling confidently
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
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
Delegates at Adecco in Bulgaria
What others say...
"Your style was welcoming and refreshing. So many times in a training environment I feel the trainer has read up on what needs to be said and doesn't really put 100% into it. You, however, admittedly love your job and the industry and it shows. I hope I am fortunate enough to be included in any of your visits and would be honoured to be one your contacts within O2."
Chris Kirman - O2.