Enhancing Your Skills To Become A Successful Desk Collector

[S043-259-1008]

WAKTU
27 -28 Oktober 2010

TEMPAT
LP3I Building/ 3 Star Hotel – Jakarta

INVESTASI
Rp 2.500.000,-/ peserta
Rp. 6.000.000,-/ 3 peserta (dari perusahaan yg sama)
Rp. 7.500.000,-/ 5 peserta (dari perusahaan yg sama)
(sudah termasuk Coffee Break + Lunch, modul dan sertifikat)
Early Bird sebelum 15 Oktober 2010 hanya Bayar Rp. 2.000.000,-
Special Bonus : (CD Audio Relax and Recharge) + Souvenir MTC

INSTRUKTUR

Putera Lengkong, S.T., M.B.A., CH, CHt, CI

Licensed Practitioner of Neuro Linguistic ProgrammingTM
Certified Practitioner of Communication Skills
Certified Hypnotherapist and Hypnotherapy Instructor

Putera is recognised among his trainees for his excellent combination of applicable and theoretical training materials. His experience, in managing and directing the company, delivers him successfully to inspire and motivate others. His knowledge in automotive, finance, and retail industry supports him to confidently share his expertise to others. His area of expertise are: Leadership and supervising; Team Building and Creativity; Salesmanship; Service Excellence; Motivational and Change!; Communication, Risk Management (banking and multi finance), Negotiation, Neuro Linguistic Programming, Hypnosis and Hypnotherapy.

He received his degree in industrial engineering from University of Atma Jaya, Yogyakarta in 2000. He received a scholarship to study his MBA at the Wolverhampton Business School, University of Wolverhampton, in the UK and completed his MBA in 2003.

His managerial experience in retail, education, automotive, and finance industry are a strong plus point for him to deliver this collection module.

DESKRIPSI

Collecting payment from debitur sometimes can be complicated. It is not only the matter of limited cash available but also the matter of inadequate skills of the debt collector. S/he usually does not examine the field, situation, and condition or even does not have strategic tactic to deal with his/her debitur
Inappropriate risk management strategy may allow loss in the company as non performing loan or bad debt. Improvement in collection strategy and skills will perform increasing in company revenue.
Desk Collection is a highly specialised form of collecting. It is more than just collecting by using the tool (telephone). The absence of body language means we must rely on our voice only. Many of collectors who are good in face to face communication are poor on the telephone.
Time is important on the phone. Most of people are in hurry when speaking on the phone. Therefore we need skills to compensate for the lack of time.
This comprehensive and practical course provides the key skills needed.
Various skills such as preparation, classification, opening the call, building rapport, negotiation or dealing with difficult debitur, getting agreement, post call activities will be intensively discussed in this program with the aim of developing you as a successful desk collector and improving your existing skills.

Tujuan dan Manfaat Pelatihan :
1. Understand their responsibilities, roles, and attitude as a desk collector
2. Understand collection system, strategy, and policy
3. Learn what and how to prepare for a collection process
4. Understand benefits and challenges of telephone collection
5. Learn what and how to prepare for a call
6. Learn how to classify type of debitur and prepare strategy to deal with each type of debitur
7. Learn how to open the call and set the scenario for an effective call
8. Learn how to build rapport
9. Learn how to negotiate or deal with difficult debitur
10. Learn how to handle objections or inquiries
11. Understand the post call activities
12. Achieve desired outcomes for the organisation and themselves
13. Develop necessary skills to become a successful desk collector

Materi :
1. Principal of Collection Management
2. Roles, responsibilities, and attitude of a STAR desk collector
3. Collection system, strategy, and policy
4. The role of the telephone
5. The advantages and disadvantages of collecting on the telephone Comparing in terms of time, money, distance, word, tone, body language, and so on
6. Preparation – call objectives and materials
What is your objective?
Why do you call?
Who do you call?
Scripts
Leads or referrals
7. Classification of debitur and strategy for each type of debitur
8. Opening the call – building rapport
Introduction
Setting the scenario
Questions using V-A-K-O-G model
Identifying pleasure or pain type of people
9. Negotiation skills in collection
10. Getting agreement – handling objections or inquiries
Using boomerang method, conditional method, metaphor, and so on
11. Post call activities
Summarising
Filing
Follow up
12. Lots of tips and videos for successful desk collector

INFORMASI PENDAFTARAN
– Silahkan isi form dibawah ini jika anda ingin mendaftar :

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