The Psychology of Collections Communication

Seminar Description

 

The Psychology of Collections Communication course hosted by PIC Solutions, is a one day seminar providing delegates with a comprehensive understanding of the benefits of using basic psychological positives such as understanding, patience, listening and a positive vocal style to develop and improve communication for collections purposes.

 

This seminar is practically focused and international best practice concepts are reinforced using practical examples, exercises and “real” play scenarios. This approach, combined with highly experienced presenters, ensures that delegates return to their work environments with a clear understanding of how good vocal style mixed with word / sentence techniques adds significant benefit to both individual (new confidence) and company (increased profits) due to effective communication with the customer

 

Seminar Contents


 Leading experts in customer service, communication and collections techniques will cover the following topics in this enjoyable one day interactive seminar:

  • Objectives and Outcomes

  • Human Emotion

  • Listening Skills

  • Importance of Questioning Techniques

  • Vocal Style

  • Paraphrasing (closing the deal)

  • Role / Real Play (re-enforcing what we have learned)

    

Key Benefits


This seminar will give you:-

 

  • A psychological edge in collections

  • Added confidence on the phone (customers feels this)

  • Improved customer perception (cradle to grave)

  • Key questioning, listening and closing skills.

    


Why Should you attend this Seminar?

 

Many of the customers affected by this have simply been caught in the “credit offer” trap and do actually want to pay. These customers need to be treated with care and respect.

 

It has been well documented by communications academics that the words we use in conversation mean very little unless accompanied by a good vocal style and an attentive listening ear.

 

This seminar has been put together to try to make attendees more aware of their customers thoughts and feelings so that they feel confident that the “call style” being used in conjunction with assertive words and phrases results in a win-win outcome due to the positive communication approach.

 

This seminar will not only improve your communication collections skills, it will also improve the way you listen and approach work colleagues, friends, neighbours; it will positively improve how you are perceived by anyone you come into contact with.


It will also complement all the other Collections seminars we have on offer.

Who is this seminar aimed at?

This seminar is aimed at anyone who leads teams of Collectors, or who is an active tele- or face-to-face Collector. See the following examples below:-

  • Collection Managers

  • Collection Supervisors

  • Collection Team Leaders

  • Collectors

  • New Starts to Collections
 

The South African Credit Environment
 

Credit Industry insiders believe that 2008 will be a period of strategic focus on the Bad Debt Charge across global markets due to the recent boom times in both the financial services lending and high street spending sectors.

More specifically, South Africa has recently introduced the National Credit Act and with press reports suggesting the ratio of household debt to disposable income rising to a record 76%, it is clear that all portfolios will be under extreme pressure to perform against provision / bad debt targets. Increases to interest rates over the past year have worsened the situation and customers are now under more pressure to meet their repayment commitments.

    

Pre-requisites

 

The seminar assumes some familiarity with collections, but is not mandatory.

New Starts are welcome.
 

Materials

 

All attendees receive the Psychology of Collections Communication course binder. A Certificate is awarded to all delegates that complete the seminar.

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