Control

Cash Collection

Network: 
ISME Skillnet
Duration 1 day
Number of Places 10
Course Fee €215 for ISME members,
€295 for non members
Enrolment and Start Dates Comment Booking essential. Payment and booking required before the course takes place.
Contact liz@isme.ie for dates.
Course Content Overall Aim:
The aim of this one day workshop is to help staff achieve a greater appreciation of the importance of making proactive outbound calls and to become more effective in their ability to communicate, persuade and influence customers to pay debts using the telephone. Participants will learn the necessary skills of using the telephone to build confidence deal with objections calmly and effectively negotiate to collect cash whilst maintaining positive customer relations.

Workshop content
• The importance of an organised approach and prioritising calls for successful cash collection
• Communicate effectively with customers in a professional and personable manner
• Understand why people won’t pay and know how to deal with each of them
• The AIMS of cash collection – be taken seriously and get on their top payers list
• The importance of planning and preparation before contacting the customer
• Have the positive attitude, create the right impression and make the connection
• Learn to really listen to customers, ask the right questions to understand the situation
• Use the right tone of voice to persuade customers and maintain relations
• Become more assertive and successfully deal with delays and excuses on the telephone
• Recognise typical excuses versus genuine cases
• Handle objections effectively and respond appropriately and quickly to genuine problems
• Guide the customer through each stage of the negotiation to get a commitment
• Manage different types of customers and difficult situations positively and assertively
• The importance of follow up calls for keeping a commitment and collect cash
• Managing your time and working through the call numbers
• Keeping a record of all calls and agreeing a course of action

Further Enquiries liz@isme.ie or 01 6622755
Learning Outcomes After completing the workshop, each participant will be able to:
• Develop a systematic and effective approach to cash collection
• Apply highly developed communication skills for improved cash collection and customer relations
• Motivate debtors to pay – understand their motives and what they will gain by paying
• Communicate with clients confidently and professionally in all situations, even under pressure
• Apply the 5 steps of successful collection and think POWER
• Understand why people won’t pay and apply various collection styles on each call
• Begin every day with confidence through proper preparation and planning
• Open each conversation with confidence and a clear objective of what you want to achieve
• Develop the necessary skills of persuasion so customer will want to pay
• Pre-empt customer responses and and know how to handle them with the right tone of voice
• Work through each objection, negotiate and get a commitment on every call
• Differentiate between genuine problems and “excuses” and respond quickly and appropriately
• Be assertive when dealing with different personalities and aggressive behaviour
• Methodically follow up every call and commitment given
• Working through call numbers and managing your time
• Keep a record of all calls and know when to prioritise the right action.
Trainer Call Focus
Location of Course 17 Kildare Street, Dublin 2
Available to Job Seekers: 
Yes
Certified: 
No

Lean Systems

Network: 
ULearning Skillnet
Duration This programme takes 10 months and is run over two semesters, each 15 weeks, with 10 weeks project write up upon completion of the taught element.
Course Fee Fees for the programme are €4,950 and include all course materials, text books and exam fees.

There are also a limited number of free places available for unemployed students who meet the required criteria by ULearning Skillnet.
Subjects Taught The programme comprises four taught modules and a company based project.
• Lean Thinking/Lean Tools I
• Managing Technology Projects
• Lean Thinking/Lean Tools 2
• Leadership and Change Management
Enrolment and Start Dates Comment This programme takes 10 months and is run over two semesters, each 15 weeks, with 10 weeks project write up upon completion of the taught element. Enrolment in September.
Financial Support This course has been approved by ULearning Skillnet for a fees subsidy of up to 25% for students whose company is a member of the ULearning Skillnet network.

There are also a limited number of free places available for unemployed students who meet the required criteria by ULearning Skillnet.

Please note there are only a limited number of subsidies available for both employed and unemployed students.

Jobseekers please be advised that the Department of Social Protection (DSP) has no mandate to extend welfare support to clients undertaking NFQ Level 9 Programmes. Such programmes cannot be approved by DSP, and on that basis are designated SKN-E. Notwithstanding the above, we may offer a NFQ L.9 place to a welfare recipient. This is conditional on our network informing the individual, during the recruitment & selection phase, that the:

Welfare payment must be relinquished should he/she wish to pursue the programme

Trainee must inform the Social Welfare Local Office (SWLO), prior to commencement, about his/her intention to undertake an SKN-E programme, so that the Office can take the necessary steps to review/withdraw payment

Unfortunately, Skillnets cannot seek exceptional approval from DSP for any jobseekers that wish to accept a place on one of the ULearning Skillnet Level 9 courses.

Course Content Course Overview
This Lean Black Belt course, aims to develop participants' process improvement skills. The diploma will provide education and practical application to a Black Belt level in Lean. The course will enable participating companies gain competitive advantage through the application of Lean principles to drive improvement with measurable results. A company-based project will form a key element of the programme, ensuring the integration of the various concepts in the participants’ workplace. It will provide participants with a practical application of Lean tools and techniques within their own organisation.

This project will need to result in significant improvements for participating company.

For Whom
The Diploma is aimed at managers, engineers, supervisors and technicians who have responsibility for quality or continuous improvement within their organisations and also those who wish to develop knowledge and skills in the area of Lean systems.

Entry Requirements Relevant primary degree/recognised professional qualification and 1-3 years relevant industrial experience.
Or
Portfolio of evidence of prior qualifications in quality management together with the application of learning or competence (e.g. green/black belt project reports, reflective papers or journals). Two references from appropriate signatories in the candidate’s organisation will be accepted as evidence. Candidates may be required to attend an interview prior to enrolling on the programme.
Further Enquiries ULearning Skillnet:
Phone: 086 0214825
Email: info@ulearning.ie
Download Application Form http://www3.ul.ie/ulearning/applications-online.html
Trainer University of Limerick
Location of Course University of Limerick
Course Web Page: 
http://www3.ul.ie/ulearning/delivery.htm
Available to Job Seekers: 
Yes
Certified: 
Yes
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