EFFECTIVE DEBT COLLECTION SKILLS (2 DAYS)
By Ms. Carol Chiam - 28 & 29 January 2019, 9:00 am to 5:00 pm,
Kuala Lumpur
(100% Claimable From HRDF/PSMB)
OVERVIEW

Collection of overdue accounts is a very common problem for business, especially in bad times.To deal with this problem effectively while maintaining relationships with the customers at the same time need special skills. Selection of the right methods of collection make the collection more effective and positive.

Debt collectors should be aware of the negative results not only bring cash flow problems to the company but at the same time cannot have hostile relations with the customers. In all debt collections, tight monitoring and effective reminder systems are keys to successful recovery.

Collection communication is very important in debt collection. An effective collection communication is required to achieve the collection goals and at the same time maintaining a warm relationship with the customers.

COURSE OBJECTIVES:
  • To equip credit control and collection staff with the necessary skills in effective collection.
  • To apply pressure in collection but at the same time maintain positive relations.
  • To deal with difficult customers and in control of the situation.
  • To achieve company’s objectives
KEY BENEFITS:
  • Should have acquire the skills and confidence to select the appropriate methods and implement collection strategies in the right situation.
  • Recognise and effectively manage the customer’s avoidance of the debt recovery.
  • Customise and construct an effective collection procedure.
  • Able to communicate effectively with debtors
  • Raise ability to achieve company’s objectives
FOR WHOM
  • Collection Staff and Sales Staff
  • Level of Understanding: Clerical to Executives
METHODOLOGY
  • Full participation is required to make the training much energised and fun-filled.
  • Power point presentation, flip charts and white board will be used.
  • Role Plays, Individual & Team Activities will be included.
DURATION

14 Hours, 2 Days.

COURSE OUTLINES :-
  1. INTRODUCTION : THE IMPORTANCE OF DEBT COLLECTION
    • Meaning of debt collection
    • Reasons for debt collection
    • Consequences of collection failure
    • Importance of Win-Win relationship
  2. ROLE & MINDSET OF DEBT COLLECTOR
    • Role – Company’s interest
    • Mindsets:
      • 1st Mindset – Think of Company’s Interest & your duty
      • 2nd Mindset – Think in the capacity of debtor
  3. METHODS OF COLLECTION
    • By Telephone (most effective and friendly)
    • By Face to Face
    • By Collection Agency
    • By Legal Action
  4. COLLECTION PROCESS
    • When to collect (Timing)
    • How to collect (Methods)
    • What to say (Scripts)
  5. HOW TO USE THE TELEPHONE EFFECTIVELY IN DEBT COLLECTION
    • Maintain a Professional image throughout communication
    • Maintain amicable relations through good relations skills
    • Listen to customer’s problems and try to understand
  6. TIMING OF MAKING COLLECTION CALLS
    • Normal Hours
    • Abnormal Hours
  7. INVESTIGATE, CLASSIFY AND QUALIFY PROBLEM ACCOUNTS
    • Current
    • Overdue
    • Doubtful
  8. HOW TO PREVENT CURRENT-OVERDUE-DEAD ACCOUNTS
    • Tight Monitoring
    • Effective Reminding Systems
    • Listen to customers problems
    • Payment Schemes
    • Legal Action (last resort)
  9. GIVING OF INCENTIVES TO GET CUSTOMERS PAY PROMPTLY
    • Trend Watching
    • Good motivational move for prompt payment
  10. GETTING THROUGH GATEKEEPERS( SCREENERS)
    • How to get rid of such screeners
    • How to get straight to the debtors
  11. DEALING WITH DIFFICULT, ABUSIVE, THREATENING & RUDE DEBTORS
    • Control Emotions
    • Mirror Image
    • Maintain Professionalism
  12. UNDERSTANDING WHEN A DEBT MIGHT NOT BE COLLECTABLE
    • Evaluate and discuss for solutions with superior
    • Lay out pros and cons of Legal Action
    • Make a final attempt to explain to debtors of the ageing consequences
  13. FACE TO FACE AND LEGAL ACTION SHOULD BE THE LAST RESORT ACTION
    • Pros and Cons of above actions
  14. SCRIPTS & NOTICES
    • Always get ready for easy reference and attention
    • Telephone
    • Face to face
    • Last Resort Action
  15. MONITORING REPORTS
    • Details of account
    • Status of default
    • Calls made during the month
    • Comments/Further Action
Your Trainer

Ms. Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service & sales expert and an author of several quality books. (Customer Service Excellence, Sell Like A Superstar, The Complete Salesmaster, Winning Public Speaking & Presentation Skills, Business English Communication, Guide To Telemarketing, Stress Management, Back To Basics For Good English Grammar).

She has with her more than 28 years of vast working experience in more than 8 industries.. She had worked in many leading public listed and multinational companies . During her exposure, she has acquired no less than 18 years experience in training and development of employees and agents .She had worked in many industries including Banking, Insurance, Investment, Advertising, Hospitality, Construction , Education , etc.

Her wide exposure in Sales Management, Customer Focus Management, People Management & Business English Communication not only made her a successful sales achiever but also an excellent trainer, mentor ,motivator and public speaker in these fields. Her vast experience in many fields and her professional qualifications have given her an extra edge in writing several comprehensive books to share her knowledge. Her books include 8 personal development books and 2 real life story books. Furthermore, she is also a much sought after and successful English Language and soft skills trainer for big conglomerates , GLCs, big pubic listed companies , manufacturing companies, ministries, government departments, universities,etc.

She is a reputable and seasoned professional trainer for public and in house programmes on People Skills, Management, Leadership, Marketing & Sales, Customer Service, Communication Skills, Public Speaking & Presentation Skills, Business English Communication , English Conversation & Business Writing ,Time Management ,Debt Collection Skills, Soft Skills and Personal Development For Executives and Managers. Her participants included those from large Multinational Companies, leading Conglomerates, Financial & Service sectors, Oil & Gas, FMCG, Manufacturing , Construction, Ministries , Bank Negara, GLCs, SMIs, SMEs, Universities, etc. She is also an approved PSMB trainer ( TTT Exempted). She travels widely and offers training locally and abroad.

She is well accepted especially in English programmes and Soft Skills due to her ability to communicate in 3 languages, namely: Malay, English and Mandarin.

A strong believer in reinventing and continuous improvement, she places attitude as the most important criteria for any success. She strongly endorses the “ keep learning” habit for personal development.

“Knowledge is no power but Application is“

Course Fee
(Course fee is inclusive of 2 tea breaks, lunch, course material,Certificate of Attendance)
Early Bird for training in KL : ( Book Before 14 January 2019 )
1 person or more ~ RM 1280 / person
Standard
1 person ~ RM 1380 / person
2 persons or more ~ RM 1280 / person
(Course fee is inclusive of 2 tea breaks, lunch, course material, Certificate of Attendance)
Terms & Conditions:
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Registration is confirmed once registration form is received via fax/email/mail. All Payments/Undertaking Letters/Local Order (LO)/Letter of Approval must be made available and presented prior to the course.
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Any cancellation must be received in writing within 7 working days prior to the event else full payment will be imposed. Any no-show by registered delegates will be liable for full payment of the program fees.
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Scientia Training Sdn Bhd reserves the right to amend or cancel the event due to circumstances beyond its control. We reserved the right to modify the advertised topics or course timing whenever necessary.
Registration:
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