Advanced Telephone Collection Skills
Institute of Credit Management
Duration: 1 Day
£390
(£310 for ICM Members)
Detailed information
| Duration: | 1 Day |
|---|---|
| Price: | £390 (£310 for ICM Members) |
| Type: | Training |
| Method: | In a classroom |
| Prepares for: | OBJECTIVE: This course focuses on the development and perfection of the skills needed tor successful telephone collections. The training is designed to be interactive and participation is encouraged at all stages. |
| Geared towards: | Experienced trade credit staff who wish to review their current telephone techniques and build on their current skills. |
| Students per class: | 15 |
Do you need further information?
Contact the person in charge , free and at no obligation, for information on how to enroll, enrollment limit/availability and more.
Course program
A Self Assessment -
A health check on current methods of collection.
Account Queries -
Welcoming complaints.
Turning around negative situations.
Voice Projection -
Expression and tone.
Persuasive Language Patterns -
Use of terminology.
Devising standard phrases.
Using positive words and phrases to gain rapport.
Difficult Debts -
Identifying the real problem.
Methods to deal with them.
Effective Negotiation -
The gentle art of persuasion.
The negotiation process.
Tips and tactics.
Identifying customer type and building rapport.
Practical Exercises -
Negotiation exercises to reach the win-win situation.
Collection Perfection -
10 top tips.
An excellent course to hold in-house.
A health check on current methods of collection.
Account Queries -
Welcoming complaints.
Turning around negative situations.
Voice Projection -
Expression and tone.
Persuasive Language Patterns -
Use of terminology.
Devising standard phrases.
Using positive words and phrases to gain rapport.
Difficult Debts -
Identifying the real problem.
Methods to deal with them.
Effective Negotiation -
The gentle art of persuasion.
The negotiation process.
Tips and tactics.
Identifying customer type and building rapport.
Practical Exercises -
Negotiation exercises to reach the win-win situation.
Collection Perfection -
10 top tips.
An excellent course to hold in-house.
Do you need clarification regarding the course program?
Contact the person in charge , free and at no obligation, for information on how to enroll, enrollment limit/availability and more.
Course location
- Maple House, 150 Corporation Street, Birmingham B4 6TB - B4 6TBCity and Borough of Birmingham (England)
- Crowne Plaza Hotel, Wellington Street, Leeds LS1 4DL - LS1 4DLCity and Borough of Leeds (England)
- The Grand Connaught Rooms, 61-65 Great Queen Street, London - WC2B 5DGreater London (England)
- Park Inn, Cheetham Hill Road M4 4EW - M4 4EWCity and Borough of Manchester (England)
Institute of Credit Management
The Institute of Credit Management (ICM) is Europe's largest credit management organisation, and the second largest globally. The trusted leader in expertise for all credit matters, it represents the profession across trade, consumer and export credit, and all credit-related services. Formed over 70 years ago, it is the only such organisation accredited by Ofqual and it offers a comprehensive range of services and bespoke solutions for the credit professional (www.icm.org.uk) as well as services and advice for the wider business community, including the acclaimed ICM/BIS Managing Cashflow guides.
The services offered by the ICM include:
Professional membership grades | Recruitment agency | Conferences and seminars | Professional Qualifications and unit awards | Bookshop | A network of local branches | Consultancy | Training | Credit Management Helpline | Online services through icmOS | Credit Management magazine and monthly email briefings | Member website forums | Quality in Credit Management accreditation | Member benefits and discounts | Social networking community.
The services offered by the ICM include:
Professional membership grades | Recruitment agency | Conferences and seminars | Professional Qualifications and unit awards | Bookshop | A network of local branches | Consultancy | Training | Credit Management Helpline | Online services through icmOS | Credit Management magazine and monthly email briefings | Member website forums | Quality in Credit Management accreditation | Member benefits and discounts | Social networking community.
