Award-winning collection training used by bill collectors and collection agencies to increase debt recovery.

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Module 4

Your Telephone Voice
Listening Skills
Communication Gaffes
The Emotional Side
Pre–Call Planning and the Opening Statement
Asking Questions with Precision
Handling Objections and Closing the Call

The Emotional Side

Trains the participant to deal with customers in a variety of emotional states and to guide them toward a state in which they are most likely to pay. Shows how to save one’s own “emotional side” in the face of angry and abusive clients.

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