Key collections skills covered:

  • How your tone of voice plays such a key role in your effectiveness when collecting
  • Tailoring your approach to match the person you’re dealing with
  • Being and sounding confident – how to come over assertively
  • The key stages to an out-bound or inbound collections call
  • The essential preparation you need to do before picking up the phone
  • Gaining commitment to ensure that agreements are kept
  • Negotiation skills – having the psychological edge in this critical area
  • Knowing what key questions to ask
  • Ending calls with a clear deadline as to next steps
  • Balancing being determined to collect the debt with being socially responsible and ethical.
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