Founder member of FECMA

Advancing the credit profession

Credit Control and Collections

Essential Telephone Collection Techniques

Transform your collections performance with this
interactive one day training programme. Learn
from an expert about effective telephone
techniques and how to resolve difficult situations.

What will you gain?

  • New techniques to raise your effectiveness in
    collecting from a wide range of customers.
  • Improved confidence in dealing with difficult
    and challenging situations.
  • Post-course assignment if you are interested
    in getting qualified.

Who is it for?

The training is designed for anyone involved in
collections who has some telephone experience.
The course is an ideal follow on from ‘Getting
started in credit control and collections’.

What will it cover?

  • Personality types
  • Call structure
  • Dealing with customer objections
  • Resolving difficult and challenging situations
  • Negotiation skills
  • Closing the call and follow up action
  • Practical exercises

Full list of training programmes
In-company Training

Training Options


Duration: One day

Delivery: At your offices

Timing: At your convenience

Tailored: Programme delivery can be tailored to meet your particular requirements

Recommended next courses:

Advanced Telephone Collections
Handling your own small claims cases
Collections team management

“I now have a better awareness about different types of customer and have techniques to get the result I want.”
Customer Adviser, Telecoms

Interested to find out more:

T: +44 (0)1780 722907