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Two day course with two trainers. Highly interactive; Includes, lecture, workshop and extensive role-play

Suitable for experienced and senior credit and collection staff

Handling accounts in serious difficulty

• What's the problem (role plays to encourage analytical questioning)
• Crisis planning
• Real life scenarios (review and detailed analysis of four real life accounts in crisis and how they were handled)
• Negotiation
• Argument control
• Handling conflict
• Personal positioning
• What's the solution (intensive role play, post learning, to demonstrate skills acquired

Course Content;: