The prompt collection of slow-playing and overdue accounts is the heart of every business's survival.

In so doing, debt collectors have the difficult task of handling customers and coping with conflict, confrontation, negativity and rudeness. Good methodical debt collecting practices for early recovery often prevents unpleasant experiences.

This practical workshop will highlight the importance of debt collecting and why retaining customers is so crucial to the business.

Learning Gains:

• Planning collections by preparing customer's information and profiles
• Confirming a commitment to pay and follow up until payment is received
• Keeping accurate records
• Dealing with delay tactics and objections effectively
• Handling difficult callers assertively without being aggressive
• Understanding the importance of this position in the company
• Motivation, positive attitude – be part of the solution, not the problem
• Understanding the importance of the customer
• Being a good listener by applying effective listening skills
• Manage time and prioritise tasks
• Take ownership and accept responsibility

COURSE CONTENT:

Introducing the Role

• Job description
• Understanding the importance, role function and purpose of the debt collector
• How the debt collector fits into the company's life cycle
• Noting personal attributes and aligning them with the position
• Positive attitude within self and toward others
• Ability to deal with stress and conflict

Procedural Skills

• Starting the debt recovery process early
• Preparing for each case prior to calling
• Conducting a telephone debt recovery professionally
• Positive approach towards customers
• Understanding the cost implication of outstanding debt
• Dealing with difficult non-committal customers, objections and negativity
• The importance of not mixing emotion with business
• Turning promises into commitments to pay
• Use agreed upon payment dates and reminders to follow through payment recoveries

Communication

• Effective listening
• Remaining focused with the call on hand
• The ability to think logically
• Communicating assertively
• Closing calls amicably and professionally
• Email communication – do's and don'ts
• Relationship building with customers

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