Newskills Limited in collaboration with CBM Training presents. Skills Techniques & Strategies For Successful Telephone Debt Collection

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Jayson Simmons
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Newskills Limited in collaboration with CBM Training presents Skills Techniques & Strategies For Successful Telephone Debt Collection In an environment of increased competition, it is vital that

1 Newskills Limited in collaboration with CBM Training presents Skills Techniques & Strategies For Successful Telephone Debt Collection In an environment of increased competition, it is vital that outstanding debt is collected effectively, but in a way that does not antagonise or alienate loyal customers. The course will cover the following key areas: Successful ways to approach the subject of receiving payment The most command non-payment excuses and how to handle them Innovative options for initiating a debt collection call and breaking the ice Creative methods of securing the overdue payment The proven debt collection ladder of Success Telephone techniques to increase your effectiveness The importance of call preparation Knowing what you can and cannot say during a debt collection call Techniques for taking the emotion out of discussing owed monies The importance of listening to what the customer is saying Ways for dealing effectively with different personality types Effective collectors need to consistently find new strategies, techniques and systems to maximize collections from slow or potentially bad debtors. This first day, with an acknowledge industry expert, that will provide those at the forefront of debt collection with the latest skills and techniques available for the collection of debt in a customer friendly way. It will address many topical issues and core areas in an extremely practical way, ensuring that delegates leave the course with useful ideas and concepts that can be easily applied back in the workplace. Who will benefit from attending this training course? Debtor and Creditor Managers Sales Support Accounts Officers Debtors and Creditors Clerks Financial Managers and Directors Bookkeepers Credit Supervisors Internal Auditors and Accounts Support Staff Credit Controllers Accounting staff Admin Assistants Sales Representatives Newskil ls Ltd. - La Carr i ère, Gentilly, Moka - : :

2 Skills Techniques & Strategies Day 1 Outline: For Successful Telephone Debt Collection 1 The importance of customer service during the Debt Collection Process Identifying and ensuring lifetime value of a client Why clients quit and where they go Maximising on good experiences Choosing between a phone call, a letter or a visit The importance of first impressions 2 Building a Relationship with the Debtor Getting the client on your side Looking after your contacts Developing long term working relationship The role of consistency 3 Debt Collecting Call Preparation The vital importance of getting the background information in order Determining the best approach Noting and overcoming repeated excuses Using back-up documentation 4 Key Elements of a successful Debt Collecting Call Making contact with the correct person Getting confirmation of the outstanding amount Probing and drawing information on delay of payment Negotiating a win-win solution with the debtor Achieving commitment to pay 5 Telephone mannerisms for improved Debt Collections Basic call etiquette Developing rapport and empathy Verbally conveying understanding without condescension Using effective listening skills Questioning techniques Structuring and controlling the call 7 Creating Supporting Documentation Developing a Paper Trail What information to keep Value of noting each call Logging your progress with each debtor 8 Matching your approach to the Personality Type Collecting debt from a Complaining Customer Collecting debt from a Confused Customer Collecting debt from an Emotional Customer Collecting debt from a Talkative Customer 9 Ways of Securing Payment Creative Solutions to payment problems Investigating the use of part payments Offering a settlement discount Levying an overdue interest When all else fails Collection agencies and lawyers letters 10 The Debt Collecting Ladder of Success Empathising with the client Asking Questions Recapping or rephrasing Offering solutions Handling objections Agreeing on a plan 11 Writing a Letter of Demand When to write the letter of demand What information to include Determining the tone of the letter Who in the company to send it to Using threat or coercion Various methods of delivery Getting acknowledgement of receipt 6 Conveying your message Politely but Firmly Phrases and words to avoid Applying the most effective approach Using your voice to convey the right message Signing off 12 The Law and Ethics for Debt Collection Confidentiality of information When you can and cannot call for money Rule relating to Threat of litigation Options for black-listing a client Newskil ls Ltd. - La Carr i ère, Gentilly, Moka - : :

3 DAY 2 Time Management Techniques for Successful Debt Collection Attend this second day training course and you will discover vital time management skills allowing you to: Improve your collection success rate by discovering the optimal time to place different types of collection calls Get more done each day by structuring your workload to ensure that overlapping tasks, interruptions and client queries do not affect your productivity Optimise your telephone budget and your time by learning proven techniques to reduce the duration of incoming and outgoing calls Spend less time on administration by speeding up reports preparation utilising easy to use preparation and information gathering tools Increase your Prime Calling Time productivity by discovering ways to increase your call handling rate within your designated calling time Ensure your day is not disjointed and unproductive by strategically scheduling your appointments and meetings Get more out of each week by ensuring that you start every day with a plan of what you want you to achieve, and how you plan to achieve it Discovering effective fast tracking techniques you can use when doing reconciliations, allowing you to limit the time you spend on paperwork. Time is money. In fact, particularly in the credit and collections industry, time is money! The more time you have to chase down debt, the more you collect. The more effectively you manage your calls by placing them in the proven best collection periods, the better your success rate. This second day training course specifically designed for Credit and Collection staff provides practical industry specific techniques on how to manage your time for better return. In just one day, you will gain a host of practical time management techniques that will significantly boost your productivity and contribution to your department and organisation. Newskil ls Ltd. - La Carr i ère, Gentilly, Moka - : :

4 Time Management Techniques for Successful Debt Collection 1 Establishing when the best time is to make collection calls Day 2 Outline: Assessing the best time to place collection calls Discovering when people are more likely to have time for you Are there specific times to avoid? Knowing what time suits both your schedule and your debtor 2 Learning How to Manage Long Collection Calls Ensuring you have a conversation plan before you start Discovering how to avoid betting caught up in unnecessary banter Learning how to bring long winded conversations to a close politely and effectively Avoiding getting caught up in emotional/difficult calls Guiding people who stray from the topic back to the purpose of your call 3 Structuring and managing your day effectively Looking at your workload each morning and assessing when each task should be ideally be done Slotting overlapping tasks into your schedule effectively Building flexibility into your plan so your are not thrown by unforeseen tasks Amending your plan for the next day if necessary Managing interruptions effectively so they don t impact on your schedule 4 Establishing the Number of calls you need to handle daily Looking at your current success rate of calls handled Discovering how many calls you need to handle to meet quotas/targets Assessing factors that influence the numbers of calls you can handle and managing them effectively Methods of increasing your call handling rate 5 Effectively Managing Incoming / Outgoing call durations Building a profile of clients you speak to regularly Limiting a callers desire to chat Words and phrases you can use to end conversations politely but effectively Watching the minutes when making outbound calls Getting the most done in the least time Encouraging callers to get to the point 6 Dealing with Ad Hoc queries Managing interruptions effectively Politely putting off ad hoc queries when you are busy being sure to return to them when you have a moment Incorporating urgent ad hoc queries into your daily schedule without a significant knock-on effect Providing callers with a time when you will call them with an answer to ad hoc queries 7 Discovering when to do you administration and reconciliations 12 Organising your appointments (internal and external) Discovering when your quiet time in your day is Effective ways of streamlining your administrative process Avoiding the paper pile up Selecting the best possible time to do reconciliations Fast tracking techniques you can use when reconciling 8 Managing Client Requests for Documents Notating client document requests effectively Selecting a particular time to deal with client requests Introducing an effective administration process 9 Generating reports and meetings to / with management Preparing adequately to ensure you are not rushed Report writing tips to help you generate concise reports Ensuring your meeting preparation is complete Knowing and anticipating what you will need 10 Managing Client Visits Planning visits on days where you are normally not as busy Techniques for keeping meetings succinct How to conclude a meeting timeously without seeming rude 11 Ensuring Walk Ins / Queries on Accounts don t steal your valuable time Building flexibility into your tiem management plan Discover how to how to professionally delay a meeting if it is not convenient Developing a log of account queries to do at a more convenient time and ensuring you do them Scheduling meetings intelligently to ensure you block off a specific time and do not have haphazard meetings all day long Planning external visits to ensure limited time in the car travelling Newskil ls Ltd. - La Carr i ère, Gentilly, Moka - : :

5 About the Presenter: David Rosin is a Law Graduate of the University of the Witwatersrand. He is responsible for introducing Veri-Cheque into SA during 1987, which was the first cheque verification service to operate on a national level. David was the Managing of Veri-Cheque until 1991, when he became the Senior Executive Market Development for the ITC Group of Companies. David was, up till recently, the General Manager of Veri-Cheque, and is now an independent Cheque and Credit Consultant. David has been quoted on radio, in the press and on television and has published a Practical Guide for businesses who accept cheques and, in 1996, the first Cashiers Cheque Acceptance Kit. David has spoken at, and chaired, conferences on Cheque, Plastic Card and Corporate Fraud. He presently conducts public seminars for the Chamber of Commerce and does so privately for companies. He is also an Associate with one of SA s leading Credit Management training companies and has conducted courses nationally, on legal and credit related subjects. He is acknowledged, countrywide, as an expert in both credit and cheque training. COURSE INFORMATION Trainer: David Rosin (Foreign Trainer) Duration: 12 Hours Course Fee: Rs16,500 Newskil ls Ltd. - La Carr i ère, Gentilly, Moka - : :

Module 9 : Invoicing/Petty cash

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