If IQ is intelligence quotient and EQ is emotional quotient, this course shows how powerful the two combined can become when engaging with customers to achieve win/win outcomes.
This course gives participants the personal toolkit needed to communicate with customers in todays collections and recoveries arena. It will also provide a clear understanding of how collection techniques have developed to ensure increased success rates giving mutually beneficial solutions.
By the end of the course delegates will:
- Understand what is meant by Emotional Intelligence
- Learn how to use new skills and techniques to really make a difference – right payment, right outcome, great customer care
- Realise that being emotionally intelligent does not mean being soft
- Discover a whole new world of communications in the Collections and Recoveries space
- Appreciate how these new conversations relieve stress for customers