Module 1: Your Telephone Voice
Helps the participant understand the importance of using positive collection techniques and strong interpersonal skills. Learn and practice aspects of voice quality, including inflection and pacing. (Allow Approx. 1 hour training time)

Module 2: Listening Skill
Teaches how to improve listening skills. Focuses on learning what to listen for, recognizing communication styles and identifying habitual customer responses. Provides tips on how to avoid and overcome negative “self-talk.” (Allow Approx. 1 – 1 1/2 hour training time)

Module 3: Communication Gaffes
Explains how to determine what a customer is really saying under conditions of stress. Offers suggestions on when and how to challenge customer generalizations and assumptions. (Allow Approx. 1 – 1 1/2 hour training time)

Module 4: The Emotional Side
Trains the participant to deal with customers in a variety of emotional states and to guide them toward a state in which they are most likely to pay. Shows how to save one’s own “emotional side” in the face of angry and abusive clients. (Allow Approx. 1 – 1 1/2 hour training time)

Module 5: Pre–Call Planning and the Opening Statement
Stresses the basic steps of the collection call. Teaches a process that prepares the collector for the call. Reviews how to make an effective opening statement and get through to the right person. (Allow Approx. 1 – 1 1/2 hour training time)

Module 6: Asking Questions with Precision and Transition to Payment Arrangement
Explains how to ask questions that get specific information and encourages desired behavior. Addresses the “how to” for presenting to the customer the specific payment arrangement in a way that gains acceptance. (Allow Approx. 1 – 1 1/2 hour training time)

Module 7: Handling Objections and Closing the Call
Teaches the participant to handle customer objections and gain agreement on a specific payment arrangement. Includes the elements that must be covered in closing the call. (Allow Approx. 1 – 1 1/2 hour training time)

The Process of Professional Collections™ is a great investment for your company. Learn how to collect your outstanding debts and increase your profits!