Advanced skills in Collections Training Programme
The Advanced Skills in collections workshop places emphasis on practical application of theory in a workplace setting. This highly engaging, active training session will get attendees to learn how to use advanced collection & communication techniques in a credit and collections setting. You will build confidence and express results by practising these new skills in a safe and positive environment.
What will you gain?
• Best practice approach to challenging collection scenarios.
• Increased cash collection results
• More positive customer experiences
• Greater confidence in collecting difficult debt
Who is it for?
This training is suitable for anyone in a collections role, who wants to advance their existing collection skillset. It provides advanced techniques to help collectors tasked with handling difficult conversation. Although not essential, this course works best for those who have already attended CICM “Best Practice approach to collections” workshop.
What will it cover?
Building on existing techniques, such as those covered in CICM’s “Best Practice approach to collections” workshop, attendees will practice applying advanced skills.
1.Collections Practice I
Powering up a range of collection techniques in different situations.
2.Preparing for difficult calls
Addressing issues of focus, compromise and feedback.
3.Understanding the barriers to communication
Recognising noise and learning how to handle and reduce it.
4.Collections Practice II
Putting new techniques into practice using case study scenarios.
This training session is aligned to the following CICM Professional Standards:
BS 3 Know your customer/client
BS 4 Financial and data interpretation
PS 1 Communication and relationship-building
PS 2 Problem-solving and decision-making
PS 3 Support and influencing