If IQ is intelligence quotient and EQ is emotional quotient, this course shows how powerful the two combined can become.
This course gives participants the personal toolkit needed to communicate with customers in the collections and recoveries arena. It will also provide a clear understanding of how collection techniques have developed to ensure increased success rates and 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
- Appreciate how these new conversations create win / win outcomes
- Communicate differently