Sale!

Debt Collection Through Phone

RM2,200.00

 Debt-Collection-Through-Phone-hrdf-trainings

Introduction:

This session is designed to help participants collect debt and prosper through targeted skills and dialogue. The activities are easy to participate in and quick at generating meaningful discussions and skills improvement among participants. Each activity allows for a thorough examination of performance and formulation of effective strategies to create a true culture of profitable collection.

How Will You Benefit

With this programme participants will be able to conduct the following objectives.

  • Plan and Structure collection calls more effectively
  • Understand the elements of consultative communication and improve skills in this area
  • Discover opportunities to guide customers towards suitable payment arrangements
  • Improve probing and listening skills
  • Make a conscious effort to understand the customer’s environment in order to convince and create impact
  • Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for longer periods of time
  • Collect better using empathy
  • Recognize each customer’s unique telephone personality and adjust accordingly
  • Be smart about collection signals but practice patience in the voice tone
  • Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact finding questions, leading, requesting for payment etc.

Who Should Attend

This course is suitable for those who are involved in payment recouncilaitions specifically in the finance department

Methodology

  • Concept
  • Application
  • Reflection
  • Fun

Module

  • CUSTOMER BEHAVIOURS
  • ACTIVE LISTENING
  • PERSUASIVENESS THROUGH EMPATHY
  • PROFESSIONAL SPEAKING
  • PROBING SKILLS
  • THE COLLECTION CALL STRUCTURE / FLOW
  • DEVELOPING A STRUCTURED COLLECTION CALL DIALOGUE/SCRIPT
  • DEBT COLLECTION CALL ROLE PLAY SCENARIO DEVELOPMENT
  • ROLE PLAY SESSIONS
  • DETERMINING THE WINNING ROLE PLAY

Fee: RM 2,200 per pax

Loyalty Points: 2200 Points

Duration: 2 Days

Note: In-house course is available. Request it HERE

Trainer

Shahrukh Moghal

Biodata:
He has over 18 years of experience in Telesales, Tele-Service and Tele-debt collection training for various products and services. Shahrukh believes that front-liners deserve to be assured of their importance in the overall mix of the organizational structure. The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career as a telesales agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within customer service teams in a multitude of industries including Banking, Insurance, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more. This experience as a customer service trainer has been instrumental in the development of his understanding of agent and team leader psychology, what drives each position and how skills are developed in each area. His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!! Shahrukh is the man behind The PLEASE!™ Workshops which train frontliners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate.