In the collections industry, the role of well-trained professionals is crucial to securing payment, maintaining positive client interactions, and protecting an organisation’s reputation.
Effective Collections: Engaging Customers for Results is a professional development course for professionals who need to recover debts while preserving strong customer relationships.
In this online debt collection course, you will build practical communication skills to handle real customer interactions, explore customer behaviour, active listening, paraphrasing, and questioning. You will also learn how to structure effective conversations, while staying calm under pressure and documenting and following up accurately.
You will also discover how to negotiate and resolve conflict, identify customer needs, and manage objections and complaints, to secure fair, sustainable agreements. You will also learn about collections systems and KPIs, compliance and recordkeeping.
On completion of this course, you will feel confident to deliver ethical, effective, and compliant recovery while maintaining strong customer relationships.
Printed learning materials may be available free to print for this course. Requests can be made by contacting us.
