Effective Collection Calls Listening Best Practices

Lessons

1. Basics of Collections Call Concept

2. A/R Collectors: Collections Calls Goals and Objectives

3. Decoding Slow Paying Customers' Behavior in a Collection Call

4. Introduction to Listening Skills and Concepts for A/R Collections

5. 4 Ways to Leverage Listening Skills for an Efficient Collections Process

6. Effective Listening Skills Facts and Fundamentals during a Collections Call

7. 8 Effective Listening Tips for Efficient Collections

8. 10 Deterrents to Effective Listening in a Collections Call

9. Self-Assessment Listening Skills Guide for Better Collections

10. Experts' Listening Skills Tips to Enhance Your Collections Process

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Duration 45 Mins
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Lessons 10 Lessons
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Learn 100% Free
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Language English
  • About
  • Course Content
  • Resources
  • Instructors

Course Overview

What is the most important skill for debt collectors? Communication? Not, really! It is...active listening. Why? Because listening helps you anticipate customer behavior, plan a negotiation strategy, and communicate effectively. Altogether, it helps you collect better while keeping your customers happy. So, how do you become an active listener? This course will help you understand, what are the key listening qualities the collectors should have. Apart from that it also tells us about the ways to perfect your telephone voice, how to ask the right questions and listen effectively, a self-assessment on listening and speaking skills and the 10 deterrents to an effective communication.

What you will learn

  • Basics of Collections Concept Understanding the Goals and Values of A/R Collectors
  • Decoding Slow Paying Customers' Behaviour
  • Introduction to Listening Skills and Concepts
  • 4 Ways to Leverage Listening Skills for an Efficient Collections Process
  • Basic Facts and Fundamentals About Listening
  • 8 Effective Tips for Efficient Collections
  • 10 Detterents to Effective Listening
  • Self-Assessment Listening Skills Guide for Better Collections
  • Experts' Listening Skills Tips to Enhance Your Collections Process

Skills you will gain

Customer Relationship
Collection Call Listening Skills
Negotiation Skills
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Role: Collection Analysts
Designed for Collections Analyst & Managers
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Level : Foundation Course
Designed to educate credit and collections professionals
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Topic: O2C Essentials
O2C Domain Specific Training Course
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Type: Theory Course
Modules with both theoretical and application based lectures
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Completion Time: 1 Week
Suggested reading for 1-2 hours/week

1. Basics of Collections Call Concept

Watch this tutorial to understand what are the basic things, as a collector, you should keep in mind while making a collection call

2. A/R Collectors: Collections Calls Goals and Objectives

This tutorial will help you understand about the ideal goals, a collector should have while making a collections call

3. Decoding Slow Paying Customers' Behavior in a Collection Call

Customers often try to find out excuses for not making the payments on time. Watch this tutorial on how to understand such customers' behavior and deal with them

4. Introduction to Listening Skills and Concepts for A/R Collections

Watch this tutorial to understand basic listening skills a collector should have while making a collections call to maintain customers' good will

5. 4 Ways to Leverage Listening Skills for an Efficient Collections Process

Collector's often started making their conclusions before listening to the entire story. This tutorial will help you understand how to use your listening skills to know your customer

6. Effective Listening Skills Facts and Fundamentals during a Collections Call

Here are some facts about how different people react to different words and how good listeners they are. Watch this tutorial know about basic facts to upskill your listening

7. 8 Effective Listening Tips for Efficient Collections

Did you know that your choice of words play a very crucial role during a collections call. Watch this tutorial to learn about all the essential tips for an efficient collection

8. 10 Deterrents to Effective Listening in a Collections Call

The more you get distracted, the worse your call will be. This tutorial will give you an insight into all the deterrents that can be an obstacle to your listening process

9. Self-Assessment Listening Skills Guide for Better Collections

Watch this tutorial to get an insight into how good listener, you are, with this self-assessment guide and understand what is it that you are doing wrong today

10. Experts' Listening Skills Tips to Enhance Your Collections Process

This tutorial shows you the experts' way of enhancing your listening skills to deal with different types of the customer while making collections calls.

Lesson Resources

John Zimmer

John Zimmer

Director, Training And Development, Credit Today
John Zimmer is the director of Training and Development at Credit Today and Receivables Training Associate, LLC. John holds expertise in providing high-quality customized training solutions in credit and collections. He brings in 40+ years of experience in the A/R domain and has been a former head of training Dun & Bradstreet nka.

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