W-1 – Professional debt collecting conversation – Course for telephone debt collectors. Debt collection – basic level

Target

For all who want to  know  rules to effective call and the acquisition of awareness of their impact on to the course.

Requirements

The course is addressed to:

• Sales department, financial department, accounting department and control department workers – whose professional responsibilities cover debt collection
• Law firm’s workers who are responsible for debt collection
• Debt collection agencies’ workers

 

Coach

Certified Trainer

Program

I. Successful debt collecting conversation

1. Range of topics
2. Client debtor – specificity of debt collection in company’s policy
3. Specificity of telephone debt collection
4. Good and bad sides of telephone debt collection
5. Analysis of errors made during telephone conversation

Goals

1. Learning the rules of a successful telephone conversation
2. Awareness of one’s influence on the course of a telephone conversation
3. Training in skills in communication with debtors

II. Stages of effective debt collecting conversation

1. Range of topics
2. Preparation for debt collecting
3. Informing about debt – the language of debt collecting
4. Diagnosis of the debtor – analysis of the conversation
5. Negotiating the repayment process – techniques of finishing a debt collecting conversation
6. Finalization

Goals

1. Learning about successful communication with the debtor
2. Development of introduction to debt collection skills
3. Development of programming repayments skills
4. Development of negotiation and agreement skills

III. “Fight, negotiation or manipulation?” – techniques of social influence in debt collecting conversations

1. Range of topics
2. Manipulation strategies in debt collecting conversations
3. Successful techniques of debt collecting conversation
4. Avoiding manipulation? Successful management of debt collecting conversation
5. “Stage directions” of a conversation with a debtor? Effective use of arguments while talking with a debtor

Goals

1. Development of skills in leading a debt collecting conversation
2. Conscious and successful use of argumentation depending on debtors behavior
3. Training in exercising influence
4. Development of skills in constructing persuasive messages
5. Training of ability to ask questions

Participants of our courses receive

• an organized course and trainer assistance
• tests to asses participants knowledge and abilities – enabling to adjust the level of the course to the level of knowledge of its participants (on customer’s request)
• teaching materials including script/ appropriate textbook
• catering during brakes (coffee, tea, biscuits)
• lunch (vegetarian or traditional meals – smorgasbord)
• certificate of the course completion
• free e-mail consultancies with the instructor up to two weeks after the end of the course
• tests after the course to asses participants knowledge after completing the course (on customer’s request)

Additional remarks

There is a possibility of organizing an external trainings.

Methods of the course performing

• Stimulation methods (brain storm, case study, snowball sampling, simulation games, debate, round table method, psychological game);
• Various working methods – in groups, pairs, individual, in front of the class;
• Additional visual aids (movies, presentations)
• Learn more about methodology used by CI ProLearning.

Participants of our courses receive

• analysis of training needs
• sample training (on customer’s request)
• an organized course and trainer assistance
• teaching materials
• catering during brakes (coffee, tea, biscuits)
• lunch (vegetarian or traditional meals – smorgasbord)
• certificate of the course completion
• free e-mail consultancies with the instructor up to two weeks after the end of the course
• tests after the course to asses participants knowledge after completing the course (on customer’s request)