Collecting Debts by Telephone

CREDIT CONTROL OVERVIEW
        
THE TELEPHONE

Advantages & disadvantages
How delegates see themselves - strengths & weaknesses
Company image

THE CALL STRUCTURE

An interactive look at the collection call, identifying pitfalls & opportunities
Setting objectives & controlling the call.      
Identifying customer type - matching collection styles to the customer

CONTROLLING THE CALL

Communication skills, Questioning techniques
Problem solving - overcoming the excuses not to pay
Reaching an agreement

THE DIFFICULT CUSTOMER

Aggressive/assertive/submissive behaviours
Staying calm, polite and focused

CLOSING THE CALL

Making notes, Summary & Analysis, Follow up Action

PRACTICAL EXERCISES

Follow up of delegates 'real life' debt collection experiences