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Telephone Collection Techniques


So, you know how to use the telephone? In fact, we were all born with the telephone right next to our bed. The question is, however, can you use the telephone to effectively secure payment of a debt?

This one-day skills based training course has been designed to ensure that delegates are capable, through practical tips and demonstrations, to collect an account through the use of a telephone.

Who should attend

This course has been developed to benefit all Collection Managers, Credit Controllers/Officers, Debt Collectors, Debt Recovery Agents, or any other person responsible for, or involved with the evaluation and collection of debts. Small business owners will benefit from the practicality of the course

Course Content

Vocal grooming:
      Relaxing and stressing the voice
      De-stress your voice
      Voice projection
Positive attitude and confidence
Enthusiasm
Vocal smile
Communication
      Verbal
      Non-verbal
Targeting your customers
Gaining attention – and keeping it
The telephone as a collection tool
Persuasion vs. Dominance
Approach:
      Personal
      Telephonically
Telephone procedure
Telephone Technique
Handling pressure
Being a good ambassador for your Company
How to handle irate customers
Getting through to the decision maker
Objections:
      Recognising the objections
      Acknowledging an objection
      Overcoming the objection
Follow-up procedures
      On successful calls

Closing the call
How to close
      When to close
Listening
      Listening actively
      Listen for the real reason behind non-payment
      Listen for closing clues
Effective use is made of role-play sessions to test the candidate’s ability to use the skills learnt during the course.

Distance learning

In terms of the requirements of the National Qualification Framework as detailed by the South African Qualification Act, the course content is directed towards outcomes-based education. For this reason, delegates are consistently evaluated by the assignments submitted during the course to ensure that they have assimilated the subject to a satisfactory degree and will be able to perform the tasks taught. The full cost for the course is R3 800,00.

In-house Presentation

The course can be presented to companies for the benefit of their staff. Because of the required Skills Based content of the course, information presented is tailor made for the company for which the course is being presented.
Ideally, the course should be presented away from the normal working environment of the employees, thus eliminating interruptions and distraction from their daily workload. To facilitate interaction, the total number of delegates attending the course should not exceed 30.

In-House Fees

Individual quotations will be given as the fee depends on the number of delegates attending the course. Costs and expenses are for the company for whom the course is being presented. These costs include the following:
The venue, which should preferably be away from the normal working environment of the delegates attending the course;
Duplication of workbooks;
Tea/coffee, refreshments and lunches;
Flip chart and pens;
Travelling and accommodation of the presenter of the course from Johannesburg.
Time and duration
This course is an outcomes-based course. Learners studying via distance learning submit assignments on which they are assessed. It is necessary to obtain at least 50% on every assignment to qualify for the Telephone Collection Techniques certificate.
In-house the learners are assessed during the two days of the course and qualify on outcomes-based assessments for the Telephone Collection Techniques certificate

Course facilitator

Christine Jordaan was born and raised in the Republic of South African. Christine initially obtained a B.A degree.

She studied and obtained the master’s Degrees in business leadership and Diploma in Credit Management and several other financial disciplines. She is a Fellows of the South African and African Institutes of Credit Management and the Principal of PBS College.

She has presented various public and in-house training courses throughout South Africa, Namibia and neighbouring countries, to several large corporations and Government Institutions. They are currently actively presenting courses (both face-to-face and correspondence) in the certificate in Credit Management of the Institute of Credit Management since 1981.

She has presented various public and in-house training courses throughout South Africa, Namibia and neighbouring countries, to several large corporations and Government Institutions. They are currently actively presenting courses (both face-to-face and correspondence) in the certificate in Credit Management of the Institute of Credit Management since 1981.

She has been contracted to present correspondence courses in Credit Management disciplines to UNISA and also lectured at UNISA summer schools. She has also act as guest lecturers at several colleges and universities in Credit Management and has facilitated and organised various seminars for large corporations.

She was appointed members of the National Credit Education Forum since 1997 and is a past director on the board of the Association of Debt Recovery Agents. She is presently the chairperson of the Institute of Credit Management (Africa).

She has lectured extensively since 1981.

Registration Form - Skills Courses

Please complete the form below. If you have any questions please contact us on +27 11 781 9727 or pbs@pbscollege.com
Once we’ve received your application and your payment has cleared, we’ll send you a confirmation letter and course material, as well as any other relevent information.

Learner Personal Details

Who is responsible for payment of the Invoice?

me personally

a sponsor

I accept the enclosed Contract Provisions

Show Contract Provisions

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Acceptance of Contract Provisions:

I, the learner, hereby accept and agree that:

  • I am signing this contract with the knowledge and consent of my natural guardian (if applicable)
  • Submission of this registration form constitutes an agreement that binds me to attend and pay for the course/courses as indicated above.
  • Monthly payments are due by the 1st working day of each month.
  • Registration fees are not refundable, but will be deducted from course fees.
  • Interest will be charged on overdue accounts, at prime plus 2 % as stipulated by ABSA Bank.
  • Either party may cancel this agreement within 4 weeks of registration date on the condition that no material has been sent. The moment material is made available to the learner, this agreement stands. If the learner cancels, he/she is liable for one month’s payments, irrespective of the date of cancellation. Any cancellation after the four week period will incur the full course fee
  • In the event of non-payment of any amount due and payable on the due date, PBS, in addition to any other remedies it may have in terms of this agreement or under law, may:
  • Terminate this agreement without notice and keep all amounts already paid, and/or
  • Claim mages (which may include immediate payment of all arrear payments) and/or
  • Suspend the learner for non-payment, and/or
  • Claim the full amount of the contract, which amount shall become immediately due and payable.
  • All fees to be paid in full before examination entry will be granted.
  • I consent to the jurisdiction in terms of section 45 of the Act that an legal proceeding arising from this agreement may be instituted in the Magistrates Court of any district with jurisdiction in terms of section 28 of the Act.
  • Should legal action be instituted, any legal costs incurred by PBS shall be Bourne by me on the attorney/client scale
  • I choose as my domicillium citandi et executandi the address set out above
  • I hereby declare the above information to be true and accurate, and enrol as a student of PBS College (Pty) Ltd. I understand that I need to pay or make arrangements to pay all fees for my studies prior to receiving my study material.

I, the sponsor, hereby accept and agree that:

  • All the terms and conditions of the agreement between the learner and PBS shall mutatis mutandis be binding on me
  • In addition thereto I hereby bind myself as surety and co-principal debtor for the learner in favour of PBS for the payment of al sums of money with the learner may now, or in the future become indebted to PBS arising for whatsoever cause.
  • I further confirm that I am/am not married in community of property

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