This programme is ideal for personnel who are new to the
position as well as experienced staff who wish to up-grade existing skills. The
programme is skills based, practical and adapted to suit the requirements of
each delegate.
Role-plays and role-modelling exercises concentrate on
situations expected to be encountered when dealing with debtors and collecting
outstanding monies.
The objective of the training is to prepare delegates to
be able to use the practical communication skills in the work environment even
when working under pressure and also to assist delegates to deal with debtors
who are emotional and abusive.
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What are
your responsibilities when dealing with debtors?
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A look at
what service external clients/customers of your company demand and examples
of how to eliminate bad service that internal and external clients could
experience from your division.
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Effective
answering techniques to ensure that your greeting is always warm, welcoming
and efficient sounding.
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Dynamic
vocabulary, effective telephone manner and techniques that will ensure that
debtors feel that their calls are welcomed and that they are receiving
service excellence during every telephone encounter with you.
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How to
use a positive, warm and motivated voice tone at all times while at the same
time projecting an assertive manner
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How to
control the conversation and in so doing assist you in meeting your
department's targets.
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Skills
that will assist you to quickly build a positive relationship with your
debtors.
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How to
collect outstanding monies in an efficient manner while still maintaining
positive client/customer relations.
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Telephone-time-saving
techniques – including how to quickly establish exactly what the debtor or
caller is inquiring about.
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Professional
message-taking and transfer skills.
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How to
prevent and if necessary diffuse conflict and calm an angry, frustrated or
irritated debtor.
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How to
keep your conversations short and concise yet warm and positive.
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Some tips
that will assist you to become or remain self-motivated even when you are
having a stressful day.
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A
strategy for you to implement to eliminate the factors that are preventing
you from being as effective as you can be in your work.
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A
strategy to ensure that your skills measure up to the high standard that is
demanded in your industry.
