Navigating the Debt Dialogue: Strategies for Effective and Ethical Collections
“Navigating the Debt Dialogue” course is a program for call center agents and debt collectors. It covers legal and ethical aspects of debt collection, communication skills like active listening, and negotiation tactics. Participants learn to handle difficult conversations, objections, and stress. It’s essential for professionals seeking to excel in debt collection with integrity and positive outcomes for all involved
Course Details
Duration /
Set-Up
2 days of 7 hours, with lunch and tea breaks
Delivered at your site
Suitable for up to 12 delegates – can accommodate more but we advise against this to maximise everyone’s learning experience
Pricing
£1,800 per session
*Note: we do not charge per attendee. This is a fixed price for one of our expert trainers to deliver at your site
Objectives
Day 1: Understanding Debt Collection Dynamics
- Introduction to Debt Collection: Terminology and Concepts
- Legal and Ethical Framework: Compliance and Regulations
- Communication Fundamentals: Active Listening and Empathy
- Psychological Dynamics in Debt Collection: Understanding Customer Behavior
- Strategies for Negotiation and Persuasion
Day 2: Practical Applications and Advanced Techniques
- Advanced Communication Techniques: Difficult Conversations and De-escalation
- Overcoming Objections and Handling Excuses
- Negotiation Tactics for Successful Debt Recovery
- Building Long-Term Relationships with Customers
- Stress Management and Self-Care for Debt Collection Professionals
Who Would This Benefit
This course is ideal for call center agents, debt collectors, and anyone involved in debt recovery processes who seeks to enhance their skills in navigating challenging conversations while adhering to ethical standards. Whether you’re new to the field or experienced, this course provides valuable insights and practical strategies to effectively manage debt dialogue, ensuring positive outcomes for both customers and organizations.
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