………………………………………

Arrears Management is a practical and interactive course with an emphasis on how to deliver exceptional service whilst focusing on the key objective of collecting overdue monies from customers. This participant manual is provided for notes and is a great resource for future use.

This workshop is designed to enable you to develop your skills and build upon ones that are already existing.

By the end of the course participants should be able to:

• Develop and foster an attitude that will produce win-win results for their organisation and the customerCreate a positive mindset of collections and the role of a collection agent within an organisation
• Create a positive mindset of collections and the role of a collection agent within an organisationIdentify the importance of delivering excellent customer service and it’s role within a collections environment
• Identify the importance of delivering excellent customer service and it’s role within a collections environmentModify internal perceptions and assumptions when making collection calls and eliminate preconceived barriers
• Modify internal perceptions and assumptions when making collection calls and eliminate preconceived barriersAnalyse their own attitude and determine areas that need improvement
• Analyse their own attitude and determine areas that need improvementUtilise identified techniques to positively control their own state before and after challenging calls
• Utilise identified techniques to positively control their own state before and after challenging callsDiscover the benefits of gaining agreement from a customer reducing defensiveness and resistance
• Discover the benefits of gaining agreement from a customer reducing defensiveness and resistanceCreate positive phrases and scripting examples that can be used to reduce tensions when speaking with customers who are in arrears
• Create positive phrases and scripting examples that can be used to reduce tensions when speaking with customers who are in arrearsDevelop Effective Call Management techniques for establishing customer rapport within a collections environment
• Develop Effective Call Management techniques for establishing customer rapport within a collections environment
• Identify 8 essential steps in the collections call flow and role play practical simulations using these
• Demonstrate effective telephone etiquette required to achieve a positive outcome with customers
• Align business expectations and those of internal and external customers to propose/develop effective solutions
• Connect lateral thinking processes to assist when managing challenging situations
• Utilise listening, questioning and silence techniques to manage calls
• Employ empathetic techniques to assist in reducing customers stress and create a solutions focused call
• Modulate their voice to enhance communication and develop trust with a customer
• Recognise and manage possible conflict situations
• Practice conflict management and negotiation skills applying them to simulated situations and developing confidence utilising them in real situations
• Combine the objection cycle with their organisations call management processes to maximise customer relations
• Build and maintain Win – Win relationships with their team mates
• Discuss the importance of shared goals, commitment, individual accountability and equal access to resources needed for successful teams

Please follow and like us: