For many, verbal communication is a skill learned by trial and error, if at all. But when repayment plan income is dependent on your conversations with customers and clients, it is not enough to rely on past methods and accumulated efforts. Take time to reinforce your experience with recognised techniques that will boost your results. And because the training is tailored to a credit and collections setting, you will leave with clear takeaways you can immediately apply in the workplace.
What will you gain?
- Better insight into a customer’s drivers and barriers
- A tried and tested set of communication tips and techniques
- Greater confidence to use verbal communications at the right point
- Flexibility to adapt and adjust effectively during a conversation
- Improved customer satisfaction
- Higher volume of adherence to repayment plans
- More single-call solutions.
Who is it for?
This training is suitable for anyone who interacts with clients by phone or in person, particularly if their remit is to collect payment. It will also aid those in different areas of the business, who want to improve their verbal skills in a customer-facing setting.
What will it cover?
- When verbal contact works
- Using true empathy
- Identifying the moment of truth
- Effective conversation labelling
- Securing agreement to pay
This training session is aligned to the following CICM Professional Standards:
BS 3 Know your customer/client
PS 1 Communication and relationship-building
PS 2 Problem-solving and decision-making
PS 3 Support and influencing
B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical
