Effective Collection Calls For Successful Debt Recovery

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 Effective-Collection-Calls-For-Successful-Debt-Recovery-HRDF-Trainings

Introduction:

Debt recovery is an integral part for the success of any company. Good and effective techniques need to be used to ensure success in this area. The telephone is a good tool for collection, some find success using the phone and others don’t. We have to ensure that every single person involved in collection, is successful over the phone, thus ensuring stability and growth for the company.

How Will You Benefit

Key learning areas covered during this course include:

  • Polite, successful ways to approach the subject of receiving payment
  • Handling the most common non-payment excuses
  • Making that first contact – developing rapport
  • Identifying the type of person you are dealing with and using different approaches to different types of people
  • Climbing the proven collections “Ladder of Success”
  • Collections techniques that have been specifically developed to use over the telephone
  • Knowing what you can and can’t say during a collections call under the latest legislation
  • Key techniques for defusing negative emotion
  • Creative methods of securing overdue payments

Who Should Attend

This program is designed for all staff who are involved in the collection process, using the phone, including front-line staff who are in contact with customers.

Methodology

Participative and practical – Emphasizing learning through experience, both from lectures and structured activities: role plays, group exercises, workshops and exploratory discussions.

Module

  • TELEPHONE ETIQUETTE & ANSWERING PROCEDURES
  • THE 5 ELEMENTS IN A COLLECTION CALL – THE POWER CONCEPT
  • THE EIGHT-STEP COLLECTION PROCESS
  • CHARACTERISTICS OF A SUCCESSFUL COLLECTOR – DEALING WITH PROBLEM CUSTOMERS
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Fee: RM 850 per pax


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Duration: 1 Day


Note: In-house course is available. Request it HERE

 Effective-Collection-Calls-For-Successful-Debt-Recovery-HRDF-Trainings

Introduction:

Debt recovery is an integral part for the success of any company. Good and effective techniques need to be used to ensure success in this area. The telephone is a good tool for collection, some find success using the phone and others don’t. We have to ensure that every single person involved in collection, is successful over the phone, thus ensuring stability and growth for the company.

How Will You Benefit

Key learning areas covered during this course include:

  • Polite, successful ways to approach the subject of receiving payment
  • Handling the most common non-payment excuses
  • Making that first contact – developing rapport
  • Identifying the type of person you are dealing with and using different approaches to different types of people
  • Climbing the proven collections “Ladder of Success”
  • Collections techniques that have been specifically developed to use over the telephone
  • Knowing what you can and can’t say during a collections call under the latest legislation
  • Key techniques for defusing negative emotion
  • Creative methods of securing overdue payments

Who Should Attend

This program is designed for all staff who are involved in the collection process, using the phone, including front-line staff who are in contact with customers.

Methodology

Participative and practical – Emphasizing learning through experience, both from lectures and structured activities: role plays, group exercises, workshops and exploratory discussions.

Module

  • TELEPHONE ETIQUETTE & ANSWERING PROCEDURES
  • THE 5 ELEMENTS IN A COLLECTION CALL – THE POWER CONCEPT
  • THE EIGHT-STEP COLLECTION PROCESS
  • CHARACTERISTICS OF A SUCCESSFUL COLLECTOR – DEALING WITH PROBLEM CUSTOMERS

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Pathmanathan Kaliappan
Biodata: Pathmanathan Kaliappan is a graduate of LLB (Hons) from University of London, United Kingdom as well as a holder of CLP (Mal) from University Malaya, Malaysia. He has been involved in the field of Education for more than 19 years and is actively conducting lectures, especially in the areas of Law & Management. His specialization in the legal programmes are mainly on Contract and Debt Recovery. He has been a Consultant for numerous organizations where he had to set up, train and develop the staff and also the business. This experience, together with the academic and training experience has made him a very competent trainer who conducts his trainings with the utmost ease. He is well-known to have the ability to enlighten his participants by leading them towards the subject matter and also allowing them to relate to the subject matter in a practical way. His participants have found his training programmes to be interesting, highly effective and practical for them to apply in their daily jobs. This has been manifested in the post-training evaluation reports and the strong recommendations by his participants to others to attend his programmes. He is a hands-on, bilingual trainer who is able to handle his participants from all walks of life. He also has a personal commitment to help individuals and organizations to achieve their highest potential and vision. His programmes attract participants ranging from supervisory staff to the highest level managers which include Managing Directors and Financial Controllers. He has also written the law manuals for LLB undergraduate students and also conducted practical exercises.

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