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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
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EQ (Emotional Quotient)
in Customer Communications
Collections & Recoveries
©Copyright Arum Systems 2012
Introduction to Arum
An independent specialist consultancy focussed
on improving performance in collections &
recoveries
©Copyright Arum Systems 2012
Contents
• What sets us apart?
• Challenges
• Evolution of collections & recoveries
• EQ Overview
• Testimonials
• Questions
©Copyright Arum Systems 2012
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
Client /Customer Challenges
“Treating
Customers
Fairly…”
©Copyright Arum Systems 2012
The Old Way
• “Crank up the dialler”
• “ Point the finger”
• “ Highest balance first”
• “ Poor a/c segmentation
• “ Shout the loudest”
©Copyright Arum Systems 2012
The future - now
• Customer-centric
• Affordable & Sustainable
• Ethical
• Empowered agents
• Emotional balance = get paid!
©Copyright Arum Systems 2012
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
The 5 Pillars of EQ
Self - Awareness
Self Control
Self Motivation
Social Skills
Empathy
©Copyright Arum Systems 2012
EQ Course Content
• Definition of EQ
• The 5 Pillars
• Events, Emotions, Behaviours
• Empathetic Assertiveness
• Vocal Style
• Different Personalities
• Conflict
• Inner Voice
• Parallel Talk
©Copyright Arum Systems 2012
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
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
©Copyright Arum Systems 2012
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”
©Copyright Arum Systems 2012
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
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