Revenue Management

We Help Our Clients to Improve Their Revenue Management

Money!

We help our clients to improve their Revenue Management.

We all know that cash is the fuel without which businesses can quickly grind to a halt – literally.  Equally, it’s essential that your customers have a positive experience of your company – even when they are being ‘chased’ for money.  When these calls are handled with sensitivity and respect, and with a positive approach that works for both sides, your customers will want to stay with you.  If you harass them, they will remember that too.      

We began our work in arrears collection back in the 1991-92 recession.  Since then we have worked with many household names – mortgage lenders, finance companies, utilities providers and local authorities.

Our methodologies encourage your staff to adopt a win-win stance, in which they and the customer arrive at an agreed payment plan – if they cannot achieve payment there and then – that is workable for both the customer and the company.  We approach these sessions pretty much as we would all customer service trainings: i.e. with the focus on the ideal outcome for both the customer and the team member.

Our Revenue Management Workshops will ensure your people develop these skills:

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Understanding the significance of treating customers fairly in collections work, putting them in the centre of the business ethics and practices

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Using FCA and OFT guidelines and recommendations

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Maximising collections whilst maintaining high standards of customer service on both inbound and outbound telephone calls

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Knowing how to make a good first impression

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Understanding how to develop an assertive communication style

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Knowing how to sound like you mean what you’re saying, and how to come across as ‘humane, assured and even-handed’

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Understanding the Conversation Cycle

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Developing listening skills

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Understanding how to build rapport with a wide range of people

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Knowing how to ask the right question at the right time – including asking the customer to commit to the payment plan

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How to determine the appropriate course of action by identifying customer circumstances

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How to negotiate agreements and repayments

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Understanding how to manage conflict situations

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Understanding how the use of Positive Language helps you and the customer create trust

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Knowing how to manage your own negative thoughts and feelings

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How to deal with missed payments and broken promises

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Avoiding common communication habits that cause misunderstanding and conflict

To find out more, call us on 01536 525100 or email us from our Contact Page.