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Seminar Description
Don't pay Debt Collector fees! We'll train you in industry secrets acquired over 25 years of experience that are proven to enhance debt recovery and maintain high customer relations. Book a one day seminar today!
Resolving debtor conflict training assists participants in developing fundamental skills needed for the constructive resolution of conflicts involving the collection of business debts.
Conflict is a disagreement where your customer/debtor feels that they are somehow being threatened. It could be that they mis-understand your terms and conditions or the salesman. This session will ensure that there is no alienation and a good business relationship is maintained.
Topics
- Defining debtor conflict
- Understanding why we have conflict
- Questioning techniques
- Negotiation techniques
- Listening skills
- Communicating effectively with debtors/customers
- Gaining reliable information from which to make informed unemotional decisions
- Taking the emotions out of the perceived conflict
- If your negotiations fail – where to from here
Learning Outcomes
- Participants will understand the structure of the conflict resolution process and the use of the conflict management process in managing disputes.
- Participants will understand that effective communication is important to preventing escalation of conflict and critical for arriving at resolution.
- Participants will develop skills to negotiate mutually agreeable solutions in resolving a conflict.
- Participants will practice the entire process in role plays of ‘their’ real situations.
- Participants will learn tactics to use in different situations and/or with difficult people to ensure they obtain payments due and maintain customers.
About the Presenter
This session will be led by Horst Guelzow who has been involved in Credit Management for over 25 years and is currently working in the industry doing what he does best ‘collecting money for clients’. Horst draws on his experience in a diverse range of areas including the Finance and Insurance industries as well as the government sector. He has been responsible for setting up credit departments and is a Workplace Trainer and Assessor within the Credit Industry.
Who Should Attend?
All credit persons, accounts receivable, call centre staff, debt collectors, counter/reception staff, sales staff, front-line staff who receive aggressive/abusive customer interaction.
This session runs from 8:45am to 4:30pm, including a 1 hour lunch break and two 15 minute refreshment breaks.
Includes Workbook, Refreshments, Lunch, Notes (Valued at approx $80.00) certificate and networking.
