The course outline is designed to assist the learners with the approach and skills necessary to enter debt collection negotiations. It gives the learner a structured approach to the theory of negotiation easily enabling them to recognise the client’s approach and assisting them in gaining clarity on their own goals, thereby enabling better outcomes.
A comprehensive approach to debt collection, this workshop can be presented over two days of training.
This course will benefit all debt collecting personnel.
Defining Currency and Understanding Business - core and support functions.
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.
Listening, Questioning and Assertiveness Excuses, Reasons and Finding Solutions Negotiating Skills and Handling Difficult Clients
Using SMART goal setting Motivation and Dealing with Stress
A summarising matrix speaking to all of the above in an easily understandable tool.
Unit Standard Title
Identify and explain the core and support functions of an organisation
Prices include VAT @ 15% All our full day open hosted workshops commence at 08:30 and end at 16:30. For inhouse workshops we will travel for anything between one and 16 delegates. All course material, lunch and refreshments are provided.