Why customers get into debt and communicating within regulations
Drivers for customer debt can be determined by multiple factors and often we won't initially know the reasons someone falls behind on payments, but trying to understand the root cause can be helpful for both the customer and the collections firm.
When a firm understands their customer, it is able to deliver a truly optimised and personalised customer service experience, allowing for best fit approaches that effectively meet customer needs.
By completing this module, learners will develop a clear understanding of why customers fall into debt and how to engage with them appropriately and effectively. The module builds knowledge of customer profiling, communication methods, negotiation skills and regulatory expectations, equipping learners to deliver fair, tailored and compliant customer engagement that supports better outcomes for both customers and firms.
Introduction to the module
Key Information
Cost - up to 10 licences
£55 + VAT per module (member) £75 + VAT per module (non-member)
Cost - more than 10 licences
£45 + VAT per module (member) £65 + VAT per module (non-member)
Length of Course
Each module takes approximately one hour to complete.
Activation period
Each module is active for 12 months from the activation date
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