Debt collection techniques

Course Objectives

This program will help participants to:

• Understand debtors and communicate with them accordingly
• Develop a strategy for more effective debt collection
• Make every call count.
• Handle difficult calls
• Reduce the amount of time needed to spend on chasing payment
• Increase successful collection rates.

Target Audience

All executives and personnel involved in Sales, Credit Control, Debt Collection, Finance, Marketing,
Purchasing and Related Credit Management Function.

Methodology

Lectures, group discussion and practical case studies.

Course Modules

MODULE 1 – WHY CREDIT CONTROL AND DEBT COLLECTION MATTERS
MODULE 2 – WHAT IS THE ROLE OF A DEBT COLLECTOR?
MODULE 3 – THE DEBT COLLECTION PROCESS
MODULE 4 – HOW TO ASK FOR THE MONEY ON THE TELEPHONE
MODULE 5 – DISCOVER THE WHY OF NON-PAYMENT: QUESTIONING AND LISTENING SKILLS FOR
GATHERING INFORMATION
MODULE 6 – OVERCOMING OBJECTIONS AND EXCUSES
MODULE 7 – GAINING COMMITMENT AND ENDING THE CALL
MODULE 8 – DEALING WITH DIFFICULT AND CHALLENGING SITUATIONS