Telephone Debt Collection Tactics For Councils
£199 per delegate + VAT (includes 2 course lunch)
What our clients say…
"Following the training at the end of March 2007, debit card transactions taken by Revenues staff alone increased by 27.8% from April to June in 2007, compared to the same time last year. Direct Debit take up has increased by approximately 4% during this same period."
Jane Lapins, Billing and Recovery Manager - Bolsover District Council_
"As you will be aware I was one of the delegates on your Telephone Debt Collection Course at Long Stratton in June 2008…Just a short note to say thank you for the training you gave, which has certainly helped in dealing with customers who have an outstanding Council Tax balance. This was evident when we issued our first set of Summons and I was able to use a number of techniques in trying to recover the balances due. Indeed, one person said i'd done the impossible and got blood out of a stone! Once again, thank you very much for all the help you gave."
Richard Pearce, Ipswich Borough Council, Local Tax Office
Core course elements:
Negotiation skills training for the local council collector. Avoid costly enforcement action by maximising the chance of payment on EVERY call!
- The importance of image in effective debt collection: Avoiding aggressive and passive behaviour. The art of assertiveness - giving equal weight to the rights of the Council and the rights of the bill payer
- Call structure: Taking control, maintaining control, making our decision, summarising the agreement
- Call control: Selecting the right strategy - Accept, Question or Act. Making the positive assumption, obtaining relevant information from the debtor
- Negotiation: Setting the expectation high. Achieving a 'win win' situation
- Assessing and managing financial difficulties: Separating the 'can't pays' from the 'won't pays' and dealing with both fairly and appropriately
- Handling aggressive callers: Retaining control and avoiding a situation escalating by use of the correct words, voice tone and call strategy
Reserve your place now by completing our online booking form, or if you have any questions, please do not hesitate to get in touch.