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Recovering debts and maintaining
good customer relationships

Description
Debt recovery is one of the most delicate aspects of running a business. Business results and positive customer relationships both depend on proper debt recovery procedures. For this reason it is important to learn the most effective relational and negotiating techniques.

Target audience

  • Administrative staff and sales management personnel involved in debt recovery activities
  • Professionals and entrepreneurs who manage this activity directly

Versions

  • Single-company  (dedicated to individual companies)
  • Inter-company  (open to multiple companies and individuals)

Modes of delivery

  • In-class meetings
  • Online lessons

Course contents 

Comprehensive
Duration in hours8
The stages of customer relationship and debt recovery
How to properly structure debt recovery phone calls
Words to use and avoid when communicating with customers (in writing or by phone)
Consistency among the verbal, paraverbal and non-verbal channels: using your voice effectively
Conducting the dialogue through pointed questions and listening actively to the interlocutors
Overcoming the most frequent objections
Defining clear agreements and payment times with the customers

Course structure
The course can be structured in either 8-hour full days or 4-hour half days. The interval between lessons goes from a minimum of 7 to a maximum of 30 days, according to specific needs. Between one meeting and the next, participants will be assigned tasks and exercises in order to experience what they have learnt and to engage with the teachers during assessment. The basic principle underlying Passodue training courses is that of training to actionthe exercises and case studies discussed in the classroom will be taken from participants’ real lives so that, in addition to their training, they can obtain advice immediately applicable to their roles.

Number of participants

  • Max 20 (inter-company)
  • Max 15 (single company)
  • Max 10 (web)

Expected results
At the end of the course participants will be able to set up an effective debt recovery action, both by phone and by e-mail. They will practice the best ways to set up a conversation, bypass possible obstacles and overcome the most frequent objections thereby obtaining a double result: receiving the money and maintaining positive customer relationships

Team of trainers
All Passodue trainers have years of corporate experience as consultants, managers or entrepreneurs. The techniques explained are the result of constant research and innovation. The consultants active in this field are Alice Alessandri, and Serena Calderoni.

How much does training with Passodue cost?

Request a quote

Fill in the form! We will contact you to give you further information and provide you with an offer on how to set up an effective debt recovery action, both by phone and by e-mail, and maintain positive customer relationships.

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