Rate Payers Dealing with Difficult

Dealing with difficult behaviour or people Constantly dealing with delinquent rate payers can be stressful. It also brings on a whole new level of anxiety. How to deal with these behaviours brings on new challenges and one of the most difficult situations for customer services officers is dealing with customers who are emotional. At times this may escalate to aggressive, violent or even assaultive behaviour.

Topics 3 How to identify the different kinds of personalities and behaviour patterns What causes barriers and breakdown of communication The strategies for handling and defusing anger and conflict The strategies on how to build rapport and bridges How to prepare for a difficult conversation

7 Personality Types Aggressor Egoists Sneaks Victims Negators Superagreeables Unresponsive

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Who is CLAD? 8 We provide staff development and training services to the collection industry. We have deep industry connections and relevant, up- to-date training courses to assist your business. Collective Learning and Development Pty. Ltd ("CLAD") is a Registered Training Organisation specialising in financial services courses, in particular credit and receivables management. CLAD is part of the National Training Framework and it is a subsidiary of Collection House Limited.

Why use CLAD? 9 Industry Experienced Training Specialists Our trainers are experienced specialists in the collection industry who started with the company as Customer Service Officers.

Why use CLAD? 10 Nationally Recognised Qualification CLAD is able to provide qualified courses that are nationally recognised. This means your staff who complete these courses will be confident the skills they attain are of a high quality and accepted and valued anywhere in Australia.

Learning Mediums 11 All training are interactive and would involve some or all of the following: -  Well prepared Powerpoint slides  Role Plays  Group and individual exercises  Voice recordings  Recap Questionnaires  Discussion work groups  Goal setting by participants and  Assessment Exercises.

Our Unique Proposition – Voice Recordings 12 CLAD has an expanding audio resource library of material that is used within its customer service training. These non- scripted consensual Collection House Limited calls are real case study examples that demonstrate relevancy and recency. They show “how to do something” and “how not to do something”.

Subjects or Topics 13  Negotiation Principles  Negotiating a resolution on every call  Assertive Debt Conversations  Conflict Resolution  Dealing with Difficult Behaviour  Profiling the Customer/Rate Payer  Creating the Sense of Urgency  Benefits of paying debt and consequences of non payment  Questioning Techniques  Skip Tracing  Legislation Courses i.e. - National Credit Code, Privacy etc.