|Number of Places||10|
|Course Fee||215 for ISME members,
295 for non members
|Enrolment and Start Dates Comment||Booking essential. Payment and booking required before the course takes place.
Contact firstname.lastname@example.org for dates.
|Course Content||Overall Aim:
The aim of this one day workshop is to help staff achieve a greater appreciation of the importance of making proactive outbound calls and to become more effective in their ability to communicate, persuade and influence customers to pay debts using the telephone. Participants will learn the necessary skills of using the telephone to build confidence deal with objections calmly and effectively negotiate to collect cash whilst maintaining positive customer relations.
|Further Enquiriesemail@example.com or 01 6622755|
|Learning Outcomes||After completing the workshop, each participant will be able to:
Develop a systematic and effective approach to cash collection
Apply highly developed communication skills for improved cash collection and customer relations
Motivate debtors to pay understand their motives and what they will gain by paying
Communicate with clients confidently and professionally in all situations, even under pressure
Apply the 5 steps of successful collection and think POWER
Understand why people wont pay and apply various collection styles on each call
Begin every day with confidence through proper preparation and planning
Open each conversation with confidence and a clear objective of what you want to achieve
Develop the necessary skills of persuasion so customer will want to pay
Pre-empt customer responses and and know how to handle them with the right tone of voice
Work through each objection, negotiate and get a commitment on every call
Differentiate between genuine problems and excuses and respond quickly and appropriately
Be assertive when dealing with different personalities and aggressive behaviour
Methodically follow up every call and commitment given
Working through call numbers and managing your time
Keep a record of all calls and know when to prioritise the right action.
|Location of Course||17 Kildare Street, Dublin 2|