LearnKey Training

Telephone Collections Course

Telephone Collections Course

Back to Product Page


Telephone Collections Course

2 Sessions -
1 Hour of Interactive Training

The Telephone Collections course teaches the core concepts, skills, and knowledge to effectively increase collection of accounts receivable and, ultimately, affect your bottom line. Experts Carol Tuffahah and Margie Grandinetti take you step by step through the collection process, providing valuable insight to the behavior styles and danger signals you may encounter in the process. At the conclusion of this course, you will be familiar with the communication skills and steps to increase your collection effectiveness.

Benefits
  • Guide the collection process and yield higher returns.
  • Increase your collection rate and your bottom line.
  • Improve productivity of your entire collection staff.

About The Author
This training program was produced by LearnKey and content partner Receivable Management Services (RMS). RMS is a leading global business to business receivable management services organization with an exclusive collections partnership with Dun & Bradstreet. Services offered by RMS include outsourcing, traditional collections, bankruptcy services and educational services.
This training program was produced by LearnKey and content partner Receivable Management Services (RMS). RMS is a leading global business to business receivable management services organization with an exclusive collections partnership with Dun & Bradstreet. Services offered by RMS include outsourcing, traditional collections, bankruptcy services and educational services.

Session 1

Section A: Introduction

  • Welcome
  • Objectives
  • Importance

Section B: Collections

  • Understanding
  • Receivable
  • Cash Cycle
  • Potential
  • Write-Offs
  • DSO
  • Phases

Section C: Communication Techniques

  • Overview
  • Telephone Image
  • Telephone Basics
  • Telephone Courtesy

Section D: Working with Customers

  • Handling Complaints
  • Irate Customers
  • Placing on Hold
  • Speaking Techniques
  • Speech Control
  • Listening Techniques
  • Listening Controls
  • Listening Exercises

Session 2

Section A: Behavior Styles

  • N2 Model
  • Personal Style
  • Defeat Style
  • Collaborative Style
  • Accommodative Style
  • Withdraw Style
  • Compromise Style
  • Enhancing Behavior Style

Section B: Effective Collections

  • Advantages
  • Prepare
  • Customer Information
  • Open Strongly
  • Telephone Messages
  • Work Through Objections
  • End with Commitment
  • React Quickly

Section C: Danger Signals

  • Warning Signs
  • Importance of YOU