Succeed in collections by using a cooperative approach
Every customer contact makes an impression. By focusing on relationships and win/win solutions, you will Make A Great Impression on your Customers™ and be more successful in collections.

Course Objective
To show employees how to succeed in collections by using a cooperative approach.

Who Should Attend
Anyone in billing, customer service, or a call center who needs to collect unpaid invoices from customers or vendors.

Benefits of MAGIC^® Collections
The course focuses on the skills and attitude needed to be consistently effective in collections. It begins with a brief review of MAGIC and then covers the following:


Personal Mastery

• Understand your locus of control
• Choose mastery over atrophy

The MAGIC Approach to Collections

• Practice cooperative vs. competitive collections
• Identify the bargaining arena and prepare for a settlement
• Use the Five MAGIC Steps to collections

Negotiating With MAGIC

• Understand the characteristics of an effective negotiator
• Practice active listening and persuade with benefits
• Handle objections and excuses with confidence

You Will Learn How To

• Use techniques that build trust and yield win/win results
• Empathize and deal with different customer situations
• Feel a greater sense of control and confidence
• Improve collection records
• Control delinquent accounts

Program Details
Each program is tailored to the specific needs of the audience. We create company-specific case studies with realistic bargaining arenas for participants to role-lay in class, using our specialized telephone equipment.

Using The 33 Points of collections, we critique the role plays and provide specific feedback for improvement. Participants measure their progress and hear themselves change from "routine" to "exceptional."

The course is two days in length, but can be adjusted to fit your needs.

To bring The MAGIC^® of Collections to your company, contact us.