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One day , highly interactive course. Includes lecture, work-shop and role-play

Suitable for new and inexperienced credit and collection staff.

• Customer service on the telephone
• Projecting a professional image
• Setting the style
• Verbal skills to project a professional image
• Handling difficult calls
• Using assertive behaviour
• Structuring a call
• Negotiating agreements through effective questioning and listening skills; & applying commercial judgement

The Course;