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Nasr City, Cairo
73 Mostafa El-Nahas St.,

Debts collection

Debts collection

=> Course Objectives :

By the end of the training the trainee will able to:

  • Select the best communication method
  • Handling conflict
  • Follow a step by step debt collection call process.
  • Dealing confidently with debtors and convince them to pay.
  • Reach to successfully close while Negotiation process

=> Course Agenda :

<= Day #1

Understanding our Customers

  • Keeping a positive
  • The customer’s perspective
  • Debtor types

Communication skills

  • communication style
  • Assertiveness
  • Questioning Techniques
  • Communication Barriers
  • Power of empathy
  • Body Language

<= Day #2

Telephone Techniques

  • Call sequence
  • How to say
  • Hold protocol
  • Transfer protocol
  • Call etiquette

<= Day #3

How to deal with the rude customer.

Collecting Tough Debts

  • Negotiation
  • persuasion techniques
  • Problem-solving
  • Dealing with conflict
  • Self-controlling (Emotional intelligence )
  • Build your self-confidence
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