This training program is designed to help participants collect and prosper through targeted skills and dialogue. The activities are easy to participate in and quick at generating meaningful discussions and skills improvement among participants. Each activity allows for a thorough examination of performance and formulation of effective strategies to create a true culture of profitable collection.
The PLEASE Collection Framework
PROBE: The art of uncovering customer issues through strategic questioning skills
LISTEN: There is a strong link between effective listening and increased collections. We learn how to understand the customer’s side of the story through Active Listening
EMPATHIZE:-Develop emotional intelligence and the niche for looking at the world from the customer’s point of view
ARTICULATE: Learn to use voice and words in a way to generate customer reactions such as sense of relaxation, relief, peace of mind and above all…trust. Utilize various elements of voice such as tone, pitch, inflection, volume and rate of speech in order to calm and direct difficult customer situations
SOLVE: Script development phase. Resolve the overdue account situation through developing a targeted debt collection script.
END: End the interaction with an Extra Miler to give the customer a chance to express need further.