Lean and apply proven debt collection techniques, behaviour and attitude. Basically know what to say, how to say and when to say it during a collection call
COLLECT MORE
You never have to worry about your ability to reach your collection targets. Be a part of your company's financial success by learning to convince people to pay
GROW MORE REVENUE
More collections mean more money in your company's pocket. Hence, job security and possible rewards depending on company policies
MOTIVATE . CONVINCE . NEGOTIATE
Program Overview
Persuasive debt collection skills
How to collect debt?
Is your dialogue logically sequenced?
Is your tele-debt collector talking too much or not talking enough?
Is your call opening impactful?
How much of the script is asking customers to express truth about their situation, pain points and more?
Are non-payment consequences used strategically and effectively throughout your script?
Is your script able to generate Attention, Interest, Desire and Action?
Is empathy injected in your collection dialogue?
Plan and Structure collection calls more effectively
Understand the elements of consultative communication and improve skills in this area
Discover opportunities to guide customers towards suitable payment arrangements
Improve probing and listening skills
Make a conscious effort to understand the customer’s environment in order to convince and create impact
Be genuinely interested in the customer’s questions and remarks in order to continue fruitful 2-way communication for longer periods of time
Collect better using empathy
Recognize each customer’s unique telephone personality and adjust accordingly
Be smart about collection signals but practice patience in the voice tone
Understand various types of probing questions and be able to apply suitable questions according to the flow e.g fact finding questions, leading, requesting for payment etc.
To organise customized in-house physical or online training, please contact us at shahrukh@contactskills.com or whatsapp +60123278240.
TRAINING CONTENT - PART 1
The art & science of persuasion
Emotional collection
Convincing through positive mental pictures
Convincing through negative mental pictures
Motivating customers to pay through directing their emotional state
Case study – An unsuccessful debt collection call
Case study – A successful collection call
Active Listening
Interactive rapport building communication flow
Empathy
Understanding customer’s perspective, emotions, wants and needs
Learning to use empathic dialogue to develop trust
Professional / Articulate Speaking
Communicating without body language through phone
Articulate speaking
Mastering and Applying Voice Characteristics
Tone, Pitch, Rate of Speech and Volume
Probing Skills
The art of asking the right questions to identify and understand underlying customer issues
Probing beyond the obvious
TRAINING CONTENT - PART 2
Assertiveness in collection
The “LET’S TALK” approach
Addressing the debtor’s interest in improving his/her situation
Discussing how to get out of debt vs discussing when to pay
The power of kindness
The Collection Interaction Flow Steps to collection
Get through to and identify the customer
Identify yourself and your company
State the reason for the call and full amount due
Strategically pause and listen
Ask for or discuss the reason for delinquency
Motivate and educate the customer to pay
Negotiate a payment arrangement to make the account current
Verify and update customer information
Confirm payment arrangements
Thank the customer and conclude the call
Developing the debt collection script
Script review by the trainer
Role plays
Telesales - Affin Bank
Testimonial for Shahrukh's telesales training. One week after the training, an interview with the Head of Telemarketing at Affin Bank - Mr. Prem Kumar, about the training impact and increase in sales.
Telesales & Service - Google
How Shahrukh's Consultative Sales training approach helped Google Adwords and alibaba.com sales teams increase revenue. Here is what their ace performer has to say about his customer interaction after the training. Watch the video.
Live Chat training - Coway
The live chat customer support team at Coway Malaysia feels that this program will help them improve their level of communication. Also, the short cuts / canned messages developed in the classroom will help them communicate with their customers at a more human level. The previous shortcuts lacked feeling or the human touch.
Debt collection - Desa Capital
A tough debt collection situation. These finance company collection agents are collecting debt from blacklisted customers. This involves training on elements of persuasion beyond a basic collection approach. How did their life become easier while collecting from such individuals after Shahrukh's training? Watch the video.
Mr. Shahrukh is simply an amazing trainer. Dynamic, Energetic, Fun filled and knowledgable of his subject matter in Customer Service training. I won't forget this training!! January 2016.
Vin Kaur - Senior Customer Service Advisor
I am amazed at how Mr. Shahrukh uses his presentation to lure participants’ attention. Thus we feel more interested in learning and improving both current and new knowledge in dealing with public.
July 2016.
Nurul Rasdin bin Mohamad Zahari – Air Asia Ground Services
Meaningful and lively. My pleasure to observe and glad my team attended. Our Life Insurance sales increased according to statistics after one month of training. I will contact you again for our new intake. January 2015.
Adam Chow – Head of Telemarketing
Good instructor. Understood what he delivered and good communication skills.
Mohd Rozlan Aziz – Harvey Norman
The way he gave talk is so interesting. It makes me feel excited to know more about it. Everything that he said and gave an example of was relevant to my objective. His overall comedic style of training delivery is interesting and unique. I definitely want to learn more from him. July 2016.
Nadia Syuhada – Deliver Travel
Mr. Shahrukh is an experienced instructor due to his past career. Hence, making him the most suitable person to present this subject matter. July 2016.
Mohd Dzulhilmi Hamzah – Deliver Travel
As a training provider, I look no further than Shahrukh to conduct Telesales training for my clients. I recommend him with confidence and my clients’ positive feedback for his training is no surprise. We have confirmed Shahrukh for upcoming sessions in July and August 2016 for 2 separate clients. One of them is a repeat client with a new team for Shahrukh to train. June 2016
Sue Boey - Director
Honda's training relationship with Mr. Shahrukh began almost 8 years ago and is still on going. He has trained our call centre, our Dealership owners and managers on Customer Service Mindset. We will not hesitate to invite him again when the need arises for his expertise in the coming months.
Training Department - Honda Malaysia
This is just what my team needed. These are corporate sales pros and getting them to stay in one room for 2 days is a feat. Shahrukh’s has a certain dynamism about him that keeps us interested through out the training. I enjoyed the pipeline module the most. It helps prioritize my client list.
February 2005.
Mr. Jeffrey Teoh Nee Tiek
Vice President, Enterprise Banking
Shahrukh trained my Telemarketing team in Maybank a few years ago. I was impressed with the results (increased sales of credit cards and insurance policies). I moved to Sunlife Insurance as Head of Customer Service Call Centre. Naturally I invited him to train my insurance call centre. Service has improved and staff feels motivated. March 2015.
Fidya Salleh – Head of Customer Service Call Centre
Shahrukh is a down-to-earth and very lively trainer who has a natural ability to connect with the participants – he makes learning fun! For the 4 programs he conducted for us, he received an overall rating of 4.76 (out of 5) which is a City-Link record for any trainer before Shahrukh. Shahrukh’s passion for the subject matter is a plus, because he constantly refined his program to improve participants’ learning experiences. We appreciate Shahrukh’s commitment in tailoring his program to meet our organisational needs and environment. Serious improvement is our overall call centre performance index. THANKS SHAHRUKH MOGHAL!! June 2014.
Elaine Lim Yi Foong – Manager – Training & Development
Lively, interesting and professional. Got full attention of the participants throughout the 2 days of training. Smooth flow of the training and relevant to my job and also can apply to my personal life. July 2016.
Peggy Wong - Porex Customer Service
Important note
The individuals who provided the following testimonials were employed in their respective organisation at the time of Shahrukh Moghal's training.
There is no guarantee that they will all be still working in the same organisations.
I was trained by Mr. Shahrukh in 2007 as a call centre customer service agent for Honda Malaysia. His training modules stayed with me. I invited Shahrukh to train my contact centre team in Mitsubishi also and definitely am glad that I did.
Puan Sa'ada - Customer Service Manager at Mitsubishi Motors Malaysia
I am very impressed with this young man’s training. He makes sure my people grasp what he teaches. Loaded with activities and simulations. No time to get bored. Very good trainer.
En. Mahat – Head of Advertising Lead Generation
Shahrukh has trained over 200 of our outbound telesales executives. He taught various teams consisiting of Maybank’s Insurance products telesales and Maybank Petronas American Express Card telesales. After his training, my team demonstrated positivity, motivation, higher level of skills, fearless objection handling and closing skills. Our sales showed a marked increase in subsequent monthly sales reports. November 2010.
Fidya Saleh – Head of Telesales
As Head of Customer Service Training, I have seen many call centre training programs. However, Shahrukh offers a unique and dynamic experience in his 2 days. The participants stayed interested in each of his modules and I am confident that they will take back a whole lot of techniques that will help increase our call centre productivity and revenue. November 2014.
Daniel – Head of Customer Service Training - Maxis Academy
Mutiara Smart Computing Sdn. Bhd. (Subsidiary of Mimos Berhad)
Shahrukh has demonstrated his experience in the subject matter during the training for our staff. He ensures that the participants understand and are able to apply the new learning. Our staff has improved on their communication skills, telephone etiquette, understanding customer behaviours, identifying real customer needs to recommend suitable products and services. Very good program and great trainer personality. June 2014.
Nurzi Hanum Binti Mohd Zaizi – Human Resource Department
