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CICM Training - Credit Management and Collections Training

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Questioning Skills

We often feel we can’t ask for more information because of the customer’s approach. This fun and upbeat training session will help you to challenge that belief. You will learn to acknowledge the fact that you can ask the questions. You will go on to develop a question bank for yourself that gives you the customer outcomes you want, more quickly and more effectively.


What will you gain?

· Improved self-confidence

· Stronger skillset in questioning technique

· High quality of banked questions

· Better alignment to the values and goals of the organisation


Who is it for?

All front-line team members who have customer interactions on a daily basis and want to build the confidence and belief to challenge and turn around customer issues.


What will it cover?

· The natural approach to questioning

· The main styles of questioning and their benefits

· Your questioning style and how it can improve results

· Testing new questioning skills with realistic examples

· How to take-away and embed your new learning.



This training session is aligned to the following CICM Professional Standards:

BS 2 Business and regulatory acumen

PS 1 Communication and relationship-building

PS 2 Problem solving and decision-making

PS 3 Support and influencing

PS 5 Team-working and leadership

B3 Resolute; B4 Resilient; B5 Ethical.