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PhoneCoach training

Tuesday 15th November 2016
Grangemouth

INCLUDES FREE PLACES SPECIAL OFFER

Valid for IRRV CPD Points

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Maximising collection of council tax, non-domestic rates, rents and sundry debts has never been more critical and challenging.

In response, IRRV is now able to deliver the highly successful and popular telephone debt collection workshop using PhoneCoach, the market leading training tool for staff using the telephone.

This one day workshop will focus on the key skills needed to improve telephone call handling resulting in improved collection performance through theoretical and practical learning techniques where delegates can interact with each other in a realistic environment.

The course covers all local authority and housing association debt streams and is a must for all staff involved in revenues collection who deal directly with the public.

The course has already been successfully delivered in Scotland where feedback has been excellent. Delegates’ comments include :

“I now realise there are more and different skills that I can adopt to deal with phone calls more efficiently”

“I will now be able to control the conversation and also, as I am relatively new to the job, the training has increased my confidence”

“Has given me further skills and methods to use which will hopefully result in more satisfactory outcomes”

“Techniques and phrases pointed out have put a new perspective on how I should make and receive calls”

“I think the training will improve the entire Division's collection rates and inspire confidence in staff”

“I will definitely feel more confident in dealing with all telephone calls - getting payment arrangements. This course has improved my skills in persuasion and negotiation”

Detailed Course Information

This is a one day course aimed at raising the awareness of effective recovery action in providing telephone service excellence and improved performance in collecting debts and reducing arrears.

Who should attend? All managers and staff who deal with the public over the telephone to collect rent, local taxation and sundry debts.

The Course Leaders for the workshop are Allan and Dee Traynor. Allan is a past national President of the IRRV, and both Dee and Allan have extensive experience of revenues administration in local government.

Course Content

  • Nature of communication
  • Developing personal communication style and negotiation skills
  • Importance of first impressions
  • Good questioning skills
  • Active listening skills
  • Using voice emphasis to add impact
  • Coping with irate callers
  • Tips and tactics to help you improve collections


Learning Outcomes

  • Understand the importance of the telephone as a recovery tool
  • Gain key skills in assertiveness, listening and negotiating with customers
  • Deal with callers in a professional and efficient manner

 

Seminar special offer

Every fourth place from the same organisation booked for the course in this brochure (and made in the same booking) is entirely free of charge. Please note that, due to the demand for places, this offer applies only to the course detailed on the booking form on this brochure and applies to the lowest cost place.

As places are limited to 12 delegates, early booking is essential.


Any queries?

If you have any queries, please contact

Fraser Macpherson
IRRV Manager
2A Argyle Street
Dundee
DD4 7AL
Telephone/Fax – 01382 456029
email - scotland@irrv.org.uk

How to Book

Please complete the booking form and send/fax it to the address above.   You may also e-mail bookings to scotland@irrv.org.uk.   Full joining instructions will be sent to delegates once a booking form has been received.  

As places are limited, early booking is recommended.   The IRRV regrets that, under normal circumstances, delegate fees cannot be refunded.   However, delegate substitutions may be made at no cost at any time prior to the Seminar, subject to these being notified to the Institute. 

Please note that every 4th delegate from the same organisation comes entirely free of charge.

Please note that attendees must bring with them a laptop that can connect to public wifi.    The venue will provide complimentary wifi access.    

DOWNLOAD BOOKING FORM

Any queries?
If you have any queries, please contact

Fraser Macpherson,
IRRV Development Manager,
2A Argyle Street,
Dundee,
DD4 7AL


Telephone/Fax – 01382 456029
email -