Arrears Collections Skills

Training Programme

Course Description

In today’s economic climate many organizations are finding it more difficult to collect monies owed to them. A combination of high corporate and consumer debt exacerbated by the ‘credit crunch’, and an ongoing global recession has resulted in an unprecedented strain placed upon those responsible for credit management and collections.Increasingly collection rates are now sought at a time when resources are generally constrained and businesses struggle to maintain a positive cash flow.

This two-day programme designed specifically for those working in the frontline of credit control and recovery offers the opportunity to develop proven skills and practices that will increase collection rates and reduce debtor days.

Learning Objectives

By the end of the course, delegates will have a good understanding of

• how to make outgoing arrears collections call to customer in debt

• how to negotiate an acceptable agreement

• how to deal with broken promises

• how to structure your telephone call for greater consistency

• how to fine-tune your impact over the phone to sound firm but fair

• how to choose phrases that strike the right tone to create
  cooperation

• how to direct the customer to a successful payment arrangement

• to understand and avoid common communication habits that can create negative reactions in customers

Target Audience

This course is ideal for collections professionals already working in a department who wish to increase their collection results, as well as those new to the role seeking a solid foundation in core skills. Although this programme is designed for those at the sharp end, anyone responsible for ensuring their team delivers a consistent message; balancing and maintaining customer goodwill and social responsibility with getting paid on time, will benefit from attending this practical, intensive and stimulating course.

Duration

2 days for up to 12 participants