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Programmes > Handling Hardcore Debtors

Handling Hardcore Debtors

Location
Brunei Institute of Leadership & Islamic Finance (BILIF). Level 3, CIBFM/ILIA Building, Universiti Brunei Darussalam, Lebuhraya Tungku, BE1410 (Location Map)
Programme Categories
Technical

Programme Overview

The harsh reality is that not all debtors are polite and willing to pay. This situation becomes a source of stress and frustration for customer-facing agents and staffs.

This programme will provide an opportunity for participants to learn new ideas and method for their next encounter with a ‘fire breathing dragon’ debtor. Participants will also create a job aid which incorporates the lessons and strategies obtained during the programme as a reference for handling future difficult debtors and the stress that could arise from it.

Programme Objectives

  • Counter customers 3 main attack strategies
  • Study why customers become “hardcore” in the first place
  • Use L.E.S.T.E.R to handle hardcore customers

Programme Outline

Module 1: Why are Hardcore Customers Hardcore?
  • Are you hardcore too?
  • Staying cool under fire
  • Difference between positions vs. interests
  • Understanding the ‘Why?’
Module 2: Countering Handcore customers with L.E.S.T.E.R.
  • Countering hardcore customers with L.E.S.T.E.R.
  • Key words and phrases
  • Identifying feelings
  • Saying “no” via the U.S.S. method
  • Practicing with L.E.S.T.E.R
  • Drawing L.E.S.T.E.R.

Who should attend

  • Customer Service professionals
  • Call Centre Agents
  • Collectors

Your Investment

Stakeholders *

  • Early Bird Price (Deadline 20 Dec 2020): BND 500
  • Normal Price: BND 600 (5% SBS)

Non-stakeholders

  • Early Bird Price (Deadline 20 Dec 2020): BND 650
  • Normal Price: BND 750

* Stakeholders are participants from MOFE, AMBD and all domestic banks in Brunei Darussalam.

 

Download Brochure here
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