Conduct effective interviews with customers over the phone to reduce fraud.

• Customer service/call centre staff and those dealing with telephone enquiries who need to alert colleagues of potential fraudulent transactions.

At the conclusion of this course the delegate should be able to:

• Recognise most common frauds in their environment
• Identify fraud indicators
• Describe effective communication skills
• Plan and manage conversations
• Use cognitive recall methods
• Develop skills to indicate deceit
• Demonstrate effective management of information gathered
• Use appropriate referral methods within the organisation