Debt Collecting
Debt collecting is one of the few jobs where the person on the other end of the phone may be having the worst day of their month.
About the course
This 2-day Staff Training workshop, ideal for debt collectors, credit controllers and accounts staff, builds SMART goal setting, structured negotiation skills, and a summarising matrix that ties the whole call process together, grounded in South African debt culture and statistics. The result: collectors who can hold their ground and get results without damaging the relationship.
What it covers
Currency
Defining Currency and Understanding Business - core and support functions.
Understanding Debt
Understanding South African statistics and debt culture and the emotional aspect and perceptions surrounding debt.
Being a Debt Collector
Debt Collecting terminology.
Client Care and Debt Collecting
The Phone Call - preparing for the call, having empathy, understanding positioning, giving hope and thanking the Client.
The Approach
Listening, Questioning and Assertiveness
Excuses, Reasons and Finding Solutions
Negotiating Skills and Handling Difficult Clients
Goal Setting
Using SMART goal setting
Motivation and Dealing with Stress
Summarising Tool
A summarising matrix speaking to all of the above in an easily understandable tool.
Unit standard alignment
| Unit standard | NQF | Credits | Title |
|---|---|---|---|
| 119674 | 2 | 10 |
A credit-bearing SETA version is available on request.
Run it for your team
We can adapt Debt Collecting to your industry and your people’s real situations, and run it at your premises, at our venue or as a virtual workshop. We agree the outline with you before you order, and the rate per delegate drops as the group grows.