CALL CENTRE / COLLECTIONS EXCELLENCE
Increase collection results by equipping Debtors Clerks with a more strategic approach towards interacting with Creditors2 Days
They will attain the confidence, knowledge & skills to apply a highly effective client engagement approach and by so doing maximise their collections returns.
- Recognise the importance of approaching the client in a manner that promotes good client relationships
- Understanding the importance of increasing the number of sincere “promises-to-pay”
- Exploring the telephonic impact that body language and vocal quality has on the client
- Developing a professional collections “Script” – Choice of appropriate terminology and phraseology which leads to a commitment to PAY
- Listening and questioning techniques to ensure the real message is understood and responded to
- Developing effective vocal quality
- Responding effectively to excuses (objections) and applying a firm yet customer orientated approach
- Reading different personality styles and adjusting ones approach accordingly
- Managing irate clients in a customer orientated manner
- Being the BRAND by ensuring positive first and last impressions combined with an overall polished approach
Who should attend?
- Debtors Clerks
- Tailoring offered for all types of Specialities in Call Centres