Overview
This latest webinar on Debt Collection Through Telephone Skills program is designed to help participants collect debt and prosper through targeted teleskills.
The debt collections scenatios activities are real and yet easy to participate in.
Through the telephone skills that the trainer will share, participants would be learning how to be quick at generating meaningful discussions and improve their teleskillsrapidly.
This practical yet interactive course help to boost one's performance in formulating effective strategies to be good at collecting debts through telephone professionally.
Learning Outcomes
By the end of the Debt Collection Through Telephone intensive session, you will be able to:
- Plan and Structure collection calls more effectively
- Understand the elements of consultative communication and improve skills in this area
- Discover opportunities to guide customers towards suitable payment arrangements
- Make a conscious effort to understand the customer’s environment in order to convince and create impact
- Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for longer periods of time
- Collect debts better using empathy
- Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact finding questions, leading, requesting for payment etc.
Who Must Attend
- Credit Assistants, Executives
- Executives to Senior Managers
- Marketing Professionals in-charge of collection
- Finance and admin Executives and Managers
Course Details
Online mode:
Day 1: 9:00am - 1:00pm
Day 2: 9:00am - 1:00pm
MODULE 1: The Collector’s Body Language strategy
Synchrony vs Dyssemia
Do’s & Don’ts in Body Language
MODULE 2: Probing Skills for exploration
The art of asking the right questions to identify and understand underlying customer issues and to seek collection opportunities
MODULE 3: Active / EffectiveListening skills
There is a strong link between effective listening and increased collections.
MODULE 5: AN “ASSERTIVE” COLLECTION INTERACTION
Open the interaction
Motivate, Persuade, Negotiate
MODULE 6: Consequence based persuasion approach VS The “LET’S TALK” approach
EXERCISE:
Developing “ASSERTIVE” dialogue including:
Impactful opening statement, probing questions, relaying the account’s current status, handling excuses, testing the water questions, negotiation, generating guilt for non-payment, strategic ending statement.
Methodology
Interactive webinar- Online learning
Course Leader
MR SHAHRUKH MOGHAL
Shahrukh is a Certified Trainer by HRDF, Malaysia. He brings to you over 15 years of experience in call centre training, customer services, telesales and tele-debt trainings and consultancy. Shahrukh believes that front-liners deserve to be assured of their importance in the overall mix of the organizational structure.
The experiences that he has injected into his call centre training and consultancy date back to 1990 when he began his career as a call centre agent in the United States. Subsequently, he moved up the ranks of agent to team leader to internal trainer over a period of 6 years. Since then, he has been actively involved with developing agent and team leader skills within call centre teams in a multitude of industries including Media Prima, Banking, Insurance, Manufacturing, BPO companies, Pharmaceutical Sales Companies, Software Developers and more.
This experience as a customer service trainer and project coordinator has been instrumental in the development of his understanding of call centre agent and team leader psychology, what drives each position and how skills are developed in each area.
He is a GEM as a trainer.He is active, friendly and approachable. He makes his participants feel at ease and relax during his sessions. He’s highly pragmatic and only shares and trains what he know best to help participants gain the pertinent skills to enhance their own confidence and effectiveness.
Shahrukh is the founder of The PLEASE!™ Workshops which train front liners to implement winning Customer Interaction Tools such as to Probe, Listen, Empathize and Articulate. The PLEASE!™ Workshops are suitable for any executive who interacts with customers regularly. A powerful too, especially in Call Centre Agent skills development. His training sessions are filled with an air of positivity and motivation for the participants. His training style revolves around Concepts, Application, Reflection and most of all FUN!!
Shahrukh’s call centre training clients:
1.Maxis Berhad – Call Centre Outbound Tele-Debt Collector and Team Leader assessment and training
2.Reliance Berhad Call Centre – High Impact Telesales Skills (Assessment & Training)
3.Affin Bank Berhad Call Centre–Telephone debt collection skills
4.HSBC Bank Malaysia Berhad– Branch TELESALES training of financial products
5.HSBC Bank Malaysia Berhad Call Centre – CRM training for the DRM Team
6.Hong Leong Group Call Centre – Finance, Bank, Assurance and Customer Service
7.Honda Malaysia Sdn.Bhd. – Call Centre Customer Service
8.The Bank of Nova Scotia Berhad – Financial products telesales
9.Malaysia National Insurance Call Centre– Sales training for a Child Education plan
10.Legend Hotel Call Centre– Time Share appointment and Customer Service training
11.Palace of the Golden Horses- Time Share Telesales
12.Bumiputra Commerce Bank BerhadCall Centre –Phone Banking telesales
13.Malaysian Oxygen Berhad Call Centre – Call Centre Telesales & Teleservice
14.Malaysia Airlines Golden Boutiques– Buy n Fly card telesales training
15.New Straits Times– Classified Ads-Call Centre & Face to face service
16.Utusan Melayu Call Centre – Classified Advertising-Outbound Telemarketing Skills
17. Elken Sdn Bhd – Counter Service / Effective Communication / Customer Service
18. British American Tobacco – Effective Communication and Selling Skills (Kent)
19.Yellow Pages Call Centre – Appointment setting Skills
20.MNI Oneline Call Centre – Telesales and Teleservice training
21.Zuellig Pharma Call Centre - Customer Service and Team Leader Training
22.AmAssurance Call Centre –Setting up a new Telesales Unit & Call centre training
23.RHB Bank Call Centre–Outbound Telesales Training
24.Maybank Group Contact Centre –Outbound Telesales Skills (Insurance products)
25.OCBC Bank (Malaysia) Berhad –Outbound Telesales Skills transactional banking
26.Bank Rakyat Call Centre – Telesales and Service training
27.SP Setia –Outbound Telesales skills
28.Bonuslink Call Centre – Outbound Telesales Skills & Inbound Customer Service
29.Etiqa Insurance Berhad –Brand Delivery training campaign
30. CSC Malaysia Berhad BPO Call Centre–Ensuring contact centre success
31. Mitsubishi Motors Malaysia –Call centre Customer Service Skills
32.Mimos Berhad –Mutiara Smart Computing – Call Centre Customer Service Skills
33. Citylink Express Courier Call Centre–Call Centre Customer Service Skills
34. POS Malaysia Call Centre –Pos Laju Call centre debt collection skills
35. DKSH Malaysia – Call centre agent assessment and one to one coaching
36. Gibraltar BSN Life Insurance Berhad – Formerly UniAsia Life - Call Centre Telesales
37. Corporate Information Travel –Service Based Telephone Techniques & Handling Difficult Callers
38.HRDF – PSMB Call CentreCustomer Care Excellence
To contact Shahrukh for any speaking, training and consultancy engagements, please contact us at +603 8074 9056 | Mobile +6012 6869 628 | +6018 2735 123 or email: info@iTrainingExpert.com
Testimonies
“I now feel confident in my ability to overcome obstacles in managing difficult customers in my profession. The trainer was really fun and resourceful.” – Executive Secretary, Chemical Company of Malaysia Berhad.
“This course taught me how to be better at my job as a customer service assistant. It improved my skills and knowledge in the related fields. The trainer did a good job. Very nice!” – Front Desk, Global Facilities Management Sdn. Bhd.
“Before I attended this training I really felt like I needed to increase my skills. I felt great after I completed this course. It taught me how to improve my skills in customer service and how to approach particularly difficult people. The trainer was great. I really wish to be as firm and good as her.” – Customer Liason Officer, Energy Management Services Sdn. Bhd.
Investment
| Normal Fee |
| Sign up 1 pax |
| Pay before course starts |
| MYR 1,190.00 |
| USD 350.00 |
| Early Bird |
| Sign up 1 pax |
| Pay 14 day(s) before course starts |
| MYR 890.00 |
| USD 260.00 |
| Group Fee |
| Sign up 3 pax or more |
| Pay 14 day(s) before course starts |
| MYR 790.00 |
| USD 230.00 |
Upon successful completion of this program, you will receive a e-Certificate of Achievement.
1. Online Payment by Credit card: You can opt to register and pay online with our latest payment integration system through our website.
2. Telegraphic Transfer- You can also opt to use GIRO or telegraphic transfer of payment via international banks.
