| Target group |
Agents Front office, debt collectors |
| Target members |
7 persons (is possible to adapt by client needs) |
| Trainings hours |
1,5 day (included breaks and lunch pause) |
| Target of training |
Goal is to persuade agents make debt collection calls effectively, be able to react for debtors objections, define type of debtor. At the end of communication reach agreement about next steps and date of payment and make client to feel relationship and loyalty. *trainings are based on practical exercises a model situations. |
Debt Collection
- What is debt collection?
- Debt collection process *
- Request for payment - content
- The best debt collector *
- Typology of nonpayers
- Steps of debt collection **
- Call script *
- Asertivity (AG - AS - PA) *
- Empathy and useless frazes
- Mystakes in collection dialogue*
- Objections and argumentation*
- Client approach, typology*
- Complicated client
- Manipulation*
- How to handle abuses
- Negotiation process, styles, rules **
- Results of negotiation
|
After discussion with client should be content, time, target group adapted by needs.
