Training for Collection
The collection process is an individual area of expertise which, other than requiring the use of proper communication and persuasion skills, has its own set of competencies. The purpose of the Collection Development Program is to help organizations improve their collections rates and also to prevent any customer loss because of that.
Basic Level:Suitable for people who are newly employed or who are to be employed for collections transactions. The purpose is to help participants acquire basic skills on collections techniques.
Intermediate Level:This is the program where basic collections skills are supported through workshops. The purpose is to put into use, through scenarios, case studies and group exercises, the techniques and skills that are explained in classroom trainings and help participants generate actions in those areas which they need to improve.
Advanced Level:Suitable for people who want to use diverse and creative collections techniques while communicating with the customer. The purpose is to help participants acquire creative and diverse collections techniques.
Master Level:Suitable for organizations which are mainly engaged in collections business and which want to make a difference in their sector by becoming experts in this area. The purpose of the training, which covers managers as well as employees, is to contribute to the profitability of the company through collections techniques which will be internalized, applied and maintained by the participants at the end of this program.
Training Program Content
Effective Communication Techniques for CollectionsPurpose:
To ensure that participants first make effective use of their communication skills in order to make collections.
• Professional communication techniques
• Tone of voice and emphasis in collections
• Power of words in collections transactions
• Challenging customers and stressful situations
• Place and power of emotions in communications
• First communicate then collect
Effective Collection TechniquesPurpose:
To ensure that participants first make effective use of their communication skills in order to make collections .
•Basics and phases of collections
• Becoming a judge of character: first impression, opening and making an impact
• Analyzing debtor status and psychology
• Handling payment objections
• Getting a promise to pay: collections closing techniques
• Portfolio management
Follow-up 1: WorkshopPurpose:
Put into practice, through scenarios, case studies and group work, the collections techniques that are explained in classroom trainings and help participants generate actions in areas to be improved.
Follow-up 2: Individual Coaching SessionPurpose:
To support the development of participants after classroom trainings and workshops, to make sure they receive individual coaching on learnings which they couldn’t put into practice and thus, to contribute to their development by building a plan focusing on areas to be improved.