Emotional Quotient (EQ) Skills Training. Customer -centric collections and recoveries

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EQ (Emotional Quotient) in Customer Communications Collections & Recoveries ©Copyright Arum Systems 2012

description

A short presentation on how EQ skills are now key to collections & recoveries to overcome the challenges of today and the future. Ensuring brand values are delivered and that customers have an exceptional experience

Transcript of Emotional Quotient (EQ) Skills Training. Customer -centric collections and recoveries

Page 1: Emotional Quotient (EQ) Skills Training.  Customer -centric collections and recoveries

EQ (Emotional Quotient)

in Customer Communications

Collections & Recoveries

©Copyright Arum Systems 2012

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Introduction to Arum

An independent specialist consultancy focussed

on improving performance in collections &

recoveries

©Copyright Arum Systems 2012

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Contents

• What sets us apart?

• Challenges

• Evolution of collections & recoveries

• EQ Overview

• Testimonials

• Questions

©Copyright Arum Systems 2012

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What sets us apart?

Access to some of the best collection

specialists in the UK who have ‘been there

and done it’ with track records of success

A customer-centric approach with practical

and pragmatic advice focussed on delivering

benefits through individuals & teams

Clear vision of the future of collections as well as

of current “best practice” and emerging trends in

line with Regulatory Compliance & TCF

Great tools and techniques focused on

personal development of EQ skills and

collections Best Practice

An approach that builds confidence with the

client and engages with front-line staff to drive

profitable change….change that sticks!!

©Copyright Arum Systems 2012

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Client /Customer Challenges

“Treating

Customers

Fairly…”

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The Old Way

• “Crank up the dialler”

• “ Point the finger”

• “ Highest balance first”

• “ Poor a/c segmentation

• “ Shout the loudest”

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The future - now

• Customer-centric

• Affordable & Sustainable

• Ethical

• Empowered agents

• Emotional balance = get paid!

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Course Aims

• Up-skill personal toolkits

• Agent empowerment

• Recognise own & others behaviours

• Deal with conflict positively and confidently

• Harness the power of Empathy

• Build Trust & Rapport

• Achieve the Emotional Balance with the customer

• Achieve “Win-Win” outcomes more frequently with

sustainable and affordable commitments

©Copyright Arum Systems 2012

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The 5 Pillars of EQ

Self - Awareness

Self Control

Self Motivation

Social Skills

Empathy

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EQ Course Content

• Definition of EQ

• The 5 Pillars

• Events, Emotions, Behaviours

• Empathetic Assertiveness

• Vocal Style

• Different Personalities

• Conflict

• Inner Voice

• Parallel Talk

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EQ Course Content

• Achieving Emotional Balance

• Identifying weak / powerful words

• Hearing or Listening

• Real TCF

• Right First Time / Once and Done

• Role /real play

• Accreditation / Testing

©Copyright Arum Systems 2012

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Not just a 2 day course!

• Pre-Course visit & call listening

• Arum Blogs, Press Releases, PR

• Accreditation – one to one’s

• Course material

• Arum Graffiti board

• 3 EQ scores for assessment

• Post-Course visit and feedback

• Arum Certificate of Accreditation

• Testimonials / PR

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EQ Quotes

Major UK Bank

• “I thought the Arum EQ training was very good, it showed how certain things we know but take for

granted can have an impact on the way people perceive or take what we say. The EQ

programme has now made the link clearer between my company values and the need to collect

money from customers in an ethical manner.”

• “EQ training made me feel a lot more confident in asking certain questions, how to deal with

different situations and to sound assertive, empathetic & understanding on the phone, without

coming across like the ‘hard’ collector.”

• “I enjoyed the sessions and thought it was an excellent opportunity to think about how we treat

others including our customers and colleagues. I think this linked in well with our Company Values

and I feel more confident in negotiating with customers - maximising the affordability and

sustainability of commitments to pay.”

• “Found it interesting and good to see another thought process to collections & recoveries which

has delivered instant results. It helped me think more about the customer’s emotions and feeling’s

when talking to them – helping me resolve difficult calls”

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EQ Quotes

Market Leading DCA

• “I liked the fact we were able to debate call strategies with other managers & the trainer. I learned

that collections will possibly move in a different direction in the future & this will be a changing

environment”.

• “Opened my eyes to real-life situations & made me understand certain aspects that I would have

normally ignored/looked over. Helps me recognise different scenarios better and deal with them

effectively”

• “I liked the real-play as I felt it made more sense when putting this into my call structure”

• “I can now spot the weaknesses in other people! By using EQ skills at work, the money is flooding

in and customers are keeping to the arrangements. EQ has helped me get customers on-side in a

very short space of time by making me more aware of how my behaviour impacts them as well as

how I can calm customers down early in the call.”

©Copyright Arum Systems 2012