Hi, I've been asked to design a training on this topic and have no experience; I will be working with our Customer Service AVP who will definitely be able to help with content.
However, would like to know if anyone has any resources for me.
Specifically, we are looking to move from a "soft collection" to more "tough but flexible"; we don't want to do "hard collections"; we have a great reputation for our customer service and want to keep that in tact, of course! I thank you in advance, Joan

Hello Joan--

Are you looking for a vendor program or resources such as approaches for collections, etc? AcheiveGlobal has a strong program--Managing the Collections Experience--however it's pricey.

Much of the collections methodology falls around the willing/able model. I'd be happy to share with you some thoughts if you are interested. I have over 10 years of training experience with 5 in collections so I've seen things come and go.

Kind Regards--

Heather

Thanks, Heather for your information. And yes, we are looking to do this in-house. So any books or sites you think might be helpful; one of the things I'm looking for are the kind of questions to ask...Thanks in advance, Joan

"Tough but flexible" Have you tried fire ? It worked for me.

Nero