Public Courses
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Feb 09
Financial Hardship - Fair and Effective Dealing
LOCATION: Blackshaw Moor, Nr. LeekAs consumer debt becomes more prevalent, those who collect it become more accountable for how they deal with cases of genuine financial hardship and distress. This one day workshop aims to equip the hardship specialist with the skills required to constructively support and fairly deal with the customer in financial distress, while still focussing on the requirement to resolve the outstanding arrears.
More information -
Feb 10
Debt Collection & the Vulnerable Customer
LOCATION: Blackshaw Moor, Nr. LeekThe newspaper headlines can be terrifying and no-one can defend the indefensible. However, what complex issues lie behind many of the headlines? A collector is rarely trained in counselling but they are required to deal with many difficult situations involving vulnerable customers, including those who are seriously ill and/or disclose a mental health issue.
Irrespective of whether your organisation is regulated by The Financial Conduct Authority (previously the FSA), licensed by the Office of Fair Trading, and/or a subscriber to The Lending Code (newly revised in March 2011), it is a key requirement to treat vulnerable customers fairly and sensitively.
This one day interactive workshop addresses REAL collection issues, and provides delegates with the opportunity to discuss and share their own experiences in order to enhance their confidence, and ensure the rights and responsibilities of all parties are given proper consideration.
More information
In-House Tailored Training
CFT offers 3 different levels within its bespoke training service to ensure there is a suitable package for every organisation’s budget and individual training requirements.
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| Comprehensive training needs analysis |  |
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| In depth evaluation of live calls | |
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| Development of a bespoke training workshop | |
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| Delivery in-house at your premises | |
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| Course prizes | |
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| Anonymous delegate feedback | |
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| Copy course material for each delegate | |
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| Full day site visit to observe your team at work and understand your unique culture, policies and procedures | |
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| Fully indexed colour handout with detailed section on how to deal with specific reasons and excuses not to pay | |
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| Certificate of course completion for each delegate | |
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| Write up of all issues which evolve | |
Latest Articles
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Is Fairness now Niceness?
09 Aug 2010
Is treating customers fairly the same as keeping them happy, or has the pendulum swung too far?
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Dealing with Difficult Debtors
06 Apr 2009
To collect from consumers successfully you must retain control of the conversation, no matter what the attitude of the debtor or how they behave in return.
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How Financial Difficulty Has Changed Over Time
23 Jul 2008
What is the definition of financial hardship in the UK today, and how can creditors decide if it is genuine, or merely a lifestyle choice?
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How Reliable Is Debt Advice?
08 May 2008
With the market for debt advice booming, should debtors turn to debt management companies, and how can creditors be sure consumers are receiving the best advice?
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How To Find The Best Training
09 Jan 2008
Once you have decided to invest in training your collections team, what should you look for in a potential provider, and how can you ensure the lessons carry over to your day-to-day work?
