Course Overview:
Bad debt is a serious matter for any company. It has been known to ruin otherwise successful concerns. Learn to be as focused as a bear to ensure that your debt collection activities result in payment of the outstanding amounts, without damaging your customer relations.
In this course you will be given tool and techniques on how to deal with debtors and successfully collect outstanding monies.
Course Outline:
Section 1: Introduction
- Smile and Dial
- It’s all in the Tone
- Take Control and don’t let go
- Be Prepared
- Ask Questions and Listen
- Make Notes
- Stay Focused and don’t be Manipulated
- Broken Promises
- Avoid Arguments and Threats
- Objections
- Getting Commitment and Summarising
Section 2: Communication
- The Communication Process
- Barriers
- Assertive Communication
Section 3: Voice and Voice Production
- Parts of our Voice
- The Words we Use
Section 4: Listening on the Phone
- Becoming a Better Listener
- Listening is an active process
Section 5: Body Language
Section 6: Telephone Skills when Debt Collecting
- Techniques
- Stress
Section 7: Types of Debtors
- Types of Debtors
- How to Deal with them
Section 8: Managing Debtors Effectively
- Collection Letter Templates