The following course has been designed specifically for delegates who are required to collect outstanding debt telephonically.
The underlying fundamental skill facilitated through the material is assertive communication and this is aligned to two unit standards:address defaulting customers and control bad debt(NQF level 4) and apply outbound call centre operations(NQF level 3)
The workshop covers the following:
The process and back ground of communication
Barriers to communication – their telephonic impact
• Intercultural and inter gender communication
Voice and voice production
• Tone, pitch, pace
• Listening Skills
• Body language - the importance of body language over the phone
• Assertive goals
• "I" messages
Telephone Techniques For:
• Problem calls/anger management
• Passive & passive/resistance
• Responding to criticism
• Getting the commitment
• Stress Facts
Please email us for further information.
We don't just train - we inspire
Learning shouldn’t be something employees have to do. It should be something they want to do.The primary objective of our training is to ensure that the knowledge acquired is applied successfully, adding real value and making a visible difference to work performance in the business environment. Our workshops are outcomes based and our approach to learning encompasses all learning styles- oral, aural and kinaesthetic, so that all participants can benefit. We incorporate: role play, open discussions, exercises, games, video clips to name a few.
Participants are given real life examples and scenarios to ensure that they will be able to transfer this knowledge back to the workplace.
Our unique Microlearning platform, provides short, smart and focused instructional bursts that put learning into realistic performance contexts for greater retention and application in the workplace. These, delivered on a monthly basis, will help to reinforce the workshop learning and enhance the knowledge transfer to the workplace. This post-course platform includes:
key-point reminders and tips
short engaging videos
quick and targeted assessments
Delegates have full contact to our family of facilitators online, via email or telephonically should they have any queries theory covered during the course at any time following the course, ensuring a quick turnaround on responses.