Cash Collection

Print versionPrint version
Network: 
ISME Skillnet
Duration 1 day
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 liz@isme.ie 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.

Workshop content
• The importance of an organised approach and prioritising calls for successful cash collection
• Communicate effectively with customers in a professional and personable manner
• Understand why people won’t pay and know how to deal with each of them
• The AIMS of cash collection – be taken seriously and get on their top payers list
• The importance of planning and preparation before contacting the customer
• Have the positive attitude, create the right impression and make the connection
• Learn to really listen to customers, ask the right questions to understand the situation
• Use the right tone of voice to persuade customers and maintain relations
• Become more assertive and successfully deal with delays and excuses on the telephone
• Recognise typical excuses versus genuine cases
• Handle objections effectively and respond appropriately and quickly to genuine problems
• Guide the customer through each stage of the negotiation to get a commitment
• Manage different types of customers and difficult situations positively and assertively
• The importance of follow up calls for keeping a commitment and collect cash
• Managing your time and working through the call numbers
• Keeping a record of all calls and agreeing a course of action

Further Enquiries liz@isme.ie 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 won’t 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.
Trainer Call Focus
Location of Course 17 Kildare Street, Dublin 2
Available to Job Seekers: 
Yes
Certified: 
No