*All prices exclusive of VAT

As part of our continuing development strategy we aim to provide training of the highest possible standard with relevant, effective and powerful presentations delivered professionally with impact and style and we are honoured to have secured CLAIRE ROGERS of Chris Firat Training to present this particular course.

C H R I S F I R A T T R A I N I N G
Chris Firat Training provides tailored debt collection training courses for all those involved in credit control and the formulation of debt collection strategy. Their extensive list of clients includes banks, public sector companies, building societies, solicitors, centralised lenders, third party processors, debt collection agencies, utility companies, debt purchase and telecommunication companies.

C L A I R E R O G E R S
Claire Rogers joined Chris Firat Training as a Senior Training Manager in August 2007, after more than 10 years working as a debt collector, Campaign Manager and CIPD qualified trainer. Claire has written and delivered a wide range of successful training courses associated with all the key aspects of effective debt collection and was an integral part of the management team at leading debt collection agency, Robinson Way & Company Limited, prior to joining CFT. Claire is currently responsible for the development of CFT's proprietary training material and the delivery of public and in-house tailored debt collection courses nationwide.

C O U R S E C O N T E N T
The course is aimed at all personnel involved in the collection of UK consumer debt, ranging from the debt collectors themselves to those responsible for the training and coaching of the collection team:

• An understanding of the credit culture and debtor behaviour: How attitudes of the lender, the customer and the collector have changed over time and what impact this has had on customer and collector behaviour. How the CREDIT CRUNCH is having a further impact on their/our behaviour during debt collection calls.
• Image and behaviour of the debt collector: How the collectors’ behaviour influences the customer’s perception of the debt’s importance. The true meaning of assertive behaviour; looking at the symptoms and pitfalls of passive and aggressive behaviour and providing practical hints and tips on how to overcome these damaging collector traits.
• Maximising the chance of a positive outcome: Overcoming difficult situations and irrelevant excuses by choosing the correct strategy and utilising the power of silence. Gaining commitment from the ‘low intent’ debtor by using appropriate consequences and specific deadlines. The problems which arise from poor questioning, and a look at powerful alternatives. How to overcome common objections and how to handle
aggressive/abusive callers.
• Call listening and assessment: Listening to real life calls from various debt collection situations to enable delegates to analyse a real-life situation and discuss areas of strength and suggest improvements. NO ROLE PLAY!

Book Now