Face to Face

Debt Collection & Hardship

This one-day course has been designed to upskill collections and hardship teams with the ability to achieve the right balance between the business outcomes sought and the needs of the customer, whilst maintaining their own wellbeing

Course Duration 

  • Full day face to face
  • 2 x half days if virtual 

Resources

Language toolkit
Quick reference guide

Pricing

$6,050.00 inc. GST

plus travel & accommodation if outside of Melbourne or Adelaide.

Learning Outcomes

Genuine Customer Conversations

  • Engage customers to build trust and rapport 
  • Learn how to have a respectful and genuine conversation 
  • Avoid the most common ‘escalation makers’ 
  • Learn active listening skills to identify customer needs
  • Replace ‘Contract English’ and ‘Dirty words’ with conversational English 
  • Learn purpose and empathy statements and when to apply them
  • Pull the techniques together to workshop most common customer objections
  • Strategies on how to manage the balance of empathy, collections and support the customer 

Collections, Payment Difficulty & Vulnerability

  • Ask for the money through assertive language and a confident approach
  • Identify vulnerable customers and negotiate the best outcome  
  • Listen for triggers and know how to respond.
  • Ask the right discovery questions to find what arrangement the customer can afford 
  • Know what to say when a customer says “I can’t pay” 
  • Maximise payment arrangement using timelines
  • Learn how to manage habitual defaulters 
  • Explain the consequences of non-payment in a meaningful way.