Module 1: Introduction

• • Connect to Collect
  • It’s all in the Tone
  • Take Control and don’t let go
  • Be Prepared
  • Ask Questions and Listen
  • Make Notes
  • Stay Focused and don’t be Manipulated
  • Broken Promises
  • Avoid Arguments and Threats
  • Objections
  • Getting Commitment and Summarising

Module 2: Communication

• • The Communication Process

Module 3: Voice and Voice Production

• • Parts of our Voice
  • The Words we Use

Module 4: Listening on the Phone

• • Becoming a Better Listener

Module 5: Telephone Skills when Debt Collecting

• • Techniques
  • Stress

Module 6: Types of Debtors

• • The 4 Types
  • How to Deal with them

Module 7: Managing Debtors Effectively

10 Days

Face-to-Face Facilitator Lead