26-27 November 2014, Armada PJ

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1 26-27 November 2014, Armada PJ *Checkout the latest dates and training venues on WHY ATTEND THIS COURSE? YES-There is a BETTER and FASTER way to collect your money! We have developed Debt Recovery and Credit Management's live seminars because professionals like you have asked for training that would help sort out all of the important issues that your business confronts on a daily basis. These hands on practical workshops are filled with invaluable tips, how to information and dos and don ts. This intensive learning session covers everything you need to know comprehensively. In this seminar, you will be equipped with the tools, techniques and professional skills needed to collect commercial accounts more effectively and by design, rather than by default without losing the customer or client while building a lasting customer relationship and opportunity for future sales. If any part of your job involves collecting outstanding receivables and/or managing people who perform this business critical asset management function, you must attend this collection seminar to sharpen your skills and achieve your receivable cash flow goals. Delegates will learn to apply stress management techniques, as well as listening and communication skills needed to remain motivated, in control and show confidence during the collection process while professionally collecting more past due accounts receivables faster and more effectively. Cash flow management is so important in managing the health of a running business. With the implementation of GST by 2015 for Malaysia, it is even more critical to tighten the credit management and debt recovery policies in your business. In this workshop, you will hear and learn from the experienced facilitator who would be sharing his 30 years of practical experience in credit management and MILLION DOLLAR DEBT RECOVERY experience. This is a MUST investment for all business! WHAT IS IN FOR YOU IN ATTENDING THIS COURSE? By the end of this course you will be able to: Realise the impact of sound credit management techniques. Understand the importance good credit management practice from top management and all aspects of the business. Review your organisation s credit policy and identify areas for improvement. Manage Problematic Debts Profile your Customers Recover debt recovery in practical approaches Understand Legal Debt Recovery Strategies Initiate Legal Actions Avoid Futile Effort in Recovery Review Legal Case Studies

2 WHO SHOULD ATTEND Entrepreneurs, Bankers, Accountants, Business and Finance Managers, Marketing Managers, Collection professionals, customer service managers, Small Medium business owners, Sales people, Finance Executives, Supervisors, Managers, Credit Analysts, Credit Controller, Bookkeepers and Recovery Officers. COURSE OUTLINE ( 2 DAYS) PROGRAMME OUTLINE Day 1: Sharing Real-Life of Problematic Debt Experiences Role play and reverse role play on current difficult and sticky debt situations Negotiating for Debt Recovery Soft Negotiation Hard Negotiation Principles Negotiation Successful Negotiation Profiling Your Debtors Handling Complaints & Difficult Customers Focus on Large Customer Visit your Debtor Evaluating Credit and Monitoring Importance of Credit Evaluation and Monitoring Criteria For Approval Or Rejection Setting the Credit Limit Monitoring Customer Account Group exercises Day 2 Exploring Recoveries techniques External Outsourcing To Collection Agencies When and why to outsource debts to collection agency Outsourcing Cost Internal Outsourcing to Staff Why should outsource to staff and when not to outsource to staff Going into Legal Procedure What To Do Before Litigation Contents for the Letter Of Demand Factors To Consider Before Suing Preparation For Suing Preparation For Trial Enforcement Of Judgments Developing Good Qualities of An Effective Collector Identify the qualities of an effective collector and rank them Role play and reverse play on your attributes as effective Collector Case Studies and Group Discussion Case Study 1 (Negotiation Skills) Case Study 2 (Credit Evaluation) Case Study 3 (Handling Difficulty Debtor) Case Study 4 (Effective Collector) Case Study 5 (Dealing with Non Performing Loan borrowers) Case Study 6 (Detecting early warning signs) Case Study 7 (Government Accounts) INVESTMENT Individual: RM per pax USD 880 per pax Early bird: RM per pax USD 680 per pax (Payment must be made 14 days before the course commence) Group discount: RM per pax USD 640 for a minimum of 3 participants register together. (Fee inclusive of Refreshment, Training Materials and Resources, Certificate of Completion) COURSE EXPERT Dr WC, Liew Chartered Accountant PhD International Finance (US) MBA (Singapore) Dr Liew is a fellow member of the Chartered Institute of Management Accountants, UK and is a Chartered Accountant by profession. He has a Asia Pacific Executive MBA (for senior executives) from the National University of Singapore and a PhD in international finance with Rushmore University of USA. Dr Liew has been appointed as the Chief Financial Controller for several private sector companies, ranging from family-run businesses to professionally managed multi-national corporations in South Asia and the ASEAN region. Dr Liew brings to you more than 30 years working experience in senior financial and operational management positions spearheading the profitability and growth of companies. He has worked for the MBF Finance and its related group of companies over the 10 years before moving on to hold leading positions in Indonesia and Sri Lanka.

3 He is now actively involved in speaking and training in Malaysia, Singapore and the Asia Pacific region. WHO HAVE ATTEND DR LIEW'S LIVE TRAININGS Dr Liew had conducted various seminars for corporate clientele including Association of Credit Management Malaysia, Chartered Institute of Management Accountants, Malaysia Institute of Management, Malaysia Institute of Accountants, Institute of Bank-Bank Malaysia, Nestle, IQPC Worldwide Pte Ltd, Singapore, Lexis Nexis, Proton Edar Malaysia, Brunei Investment Agency, Small Medium Industries Development Corporation, Ministry of Development, Brunei, BICPA Asean Management, Brunei, Risda Group Of Companies, Sales & Marketing Training Forum in Sri Lanka, Giant Retail Sdn Bhd, Telekom Brunei & Ministry of Foreign Affairs, Malaysia, Sabah Electricity Sdn Bhd, Bank Islam Brunei Darussalam. Continental Tyres, Sime Darby Bhd,Sony Malaysia Sdn Bhd, Perodua Sdn Bhd & Credit Guarantee Corporation (M) Bhd; Fujixerox, UDA Holdings, SPNB, Diners Club, Elk Desa Capital Bhd, Antah Schindler, UCSI and Ministry of Finance (MOF, Malaysia). He specialised in Credit management and debt recovery and provides management consultancy and training specialising in Fast closing monthly, leadership, Strategic Planning, KPI, Balance Score card, budgeting, accounting, finance, Cost reduction, credit management and loan recovery. To contact Dr Liew, please write to us at or call WHAT PAST PARTICIPANTS HAVE TO SAY... "I realized my credit team is too nice with the customers. It gives me now the urgency to train the down line on the importance of customers and its credit exposure. Thank you Dr Liew for still remembering me. Do keep in touch please." Herbert Poh, Manager, Proton Edar Sdn Bhd "After the 2 day workshop on Credit Management and Debt Recovery, the following improvement are obvious, I set customer dateline for customers to pay, as the trainer impressed with the phrase customer always want to pay Now I have the passion for collection from my customers" Shafanie, Admin and Customer Relationship Manager, Salihin Consulting Group "The clear improvement is the boosting of my confidence in negotiation with the customers on default payment, knowing what to ask, how to approach the customers as many role plays of customer interaction facilitated by Dr Liew really helps me in the collection process. Really nice to hear from you again and following up on my collection position." Alynn Tan, Credit Control Officer "Before the credit seminar training, I am a very straight forward person in collection and sometimes customers cannot take it. After the training, I realize I should be cool and focus in the collection process. I am practicing them now and seeing a real change in my attitude towards the customers. Really thank you to Dr Liew." Punitha Subramaniam, Head Of Business Support Section, Johor Port Bhd "The credit management and collection seminar reinforce my belief in building strong rapport with customer, help the customers and even take some risk if necessary to recover the debt. The skills learnt from the practical training process in solving and recovery the debts are indeed rewarding and challenging. Dr Liew, feel free to drop by for a cup of drink and chat." Woon Tein Khow, Marketing Manager and Credit Head, Theen Seng Paper Manufacturer Sdn Bhd "The credit seminar indeed is very beneficial as I am now cutting down bad cases, do more prevention during evaluation stage and ask for advance payment. Before that, we will provide the professional services, bill them and then chase for collection. Really appreciate the skills and input from Dr Steven Liew. And also thank you for follow up with us after the credit and collection training session." Lim Kai Siang, Lim Kai Siang and Co, Chartered Accountant "After the credit and collection seminar, Now I have the pretty good picture of guiding my credit staffs in the monitoring and collection process. Today, my Account Receiver (AR) is in a pretty good shape." Tan Kok Leong, Finance Manager, Omni Precision Sdn Bhd "The greatest improvement after the 2 day credit and collection workshop by Dr Steven Liew is implementation of outsourcing to collection agency. What very effective and the bad cases have improved tremendously. The human touch, negotiates skills learnt, review and monitor accounts are really put to good use." Jumarin Ismail, Senior Internal Auditor, Technology Park Malaysia Corporation Sdn Bhd

4 TRAINING REGISTRATION FORM (PUBLIC PROGRAM) Upon submission of this registration form, you undertake the Registration Policies and have read and understood the terms and regulations. Registration date: Training Programme Title: Training Programme Date: Fee per pax (RM): Total (RM) Meal preference: Vegetarian Normal No Participants Name Designation Contact No (Handphone) Company Name: Address: Telephone : Fax : Contact Person Name : Designation : Telephone : Fax : Mobile: Authorised Signature Company Stamp By submitting the registration form, you have fully read and understand the policy stated: PLEASE FAX THIS FORM TO or to info@itrainingexpert.com For enquiry, please contact us at

5 INVOICE, REGISTRATION, CANCELLATION, PAYMENTS, DISCOUNT, AND REFUND POLICIES PAYMENT AGREEMENT 1. The organiser shall confirm all registrations latest by one (1) week before the commencement of the 2. To join, please complete this Registration Form and return to us via FAX NO , send a signed scanned copy to info@itrainingexpert.com or register online. Reservation or Registration by Telephone WILL NOT BE ACCEPTED. 3. A pro-forma invoice will be ed to you upon acceptance of the Registration Form. Payment is required within 14 days upon receipt of the invoice. All payment must be before to the training date. Confirmation letter will be issued to participants once payments have been received. All payments must be banked into the organiser s bank account and or fax payment slip as proof of payment. 4. Payment MUST BE DONE prior to the event s commencement otherwise the registrant can be refused entry. 5. For late payment, we will start charging a 10% interest for payment not received 7 days after the completion of the program. 6. Please make cheque payable to: "ITRAININGEXPERT GLOBAL PLT" and bank in to CIMB Bank Berhad 7. Account No: Swift code: CIBBMYKL. or fax the payment slip back to us for confirmation. 8. The course offered is SBL claimable under Human Resources Development Fund (Malaysia). CANCELLATION POLICY 1. The organiser shall confirm all registrations latest by one (1) week before the commencement of the course. 2. Once a registration is confirmed, NO CANCELLATION IS ALLOWED. If the registered delegate is unable to attend, a substitute is allowed. A registration cancelled on the week of confirmation will be charged the full training fee. 3. All cancellations will incur a 20 per cent administration fee. 4. Cancellations made less than seven working days before the training event will not be eligible for a refund. 5. For cancellation in writing (letter/ ) in more than 14 days prior to the training we will prepare a full refund. 6. If you cannot attend an event, you can nominate a substitute at any time without payment of an administration fee. 7. In case of registrations that have been paid in advance, no refunds or credits will be given for registrations cancelled on the week of confirmation or for no-shows. A substitute may be sent. 8. A full (100%) refund may be granted if the course is cancelled by the organiser. The organiser reserves the right to postpone or cancel any course and/or change instructors at any time. PROGRAM POLICY Please note that consultant and topics are confirmed at the time of publishing. However, should circumstances beyond the control of the organizer may occur, we reserve the right to alter or modify the advertised speakers/ topics/ dates if necessary. DATA PROTECTION Personal Data is gathered in accordance with the Personal Data Protection Act 2010 (Act 709). ORGANIZER S RIGHT TO CANCEL OR RESCHEDULE We reserve the right to cancel or reschedule any program or course. In the event that, the organizer cancels a program or course, a full refund of the amount paid for the program or course will be issued or applied as a credit toward a rescheduled program or course. We cannot and do not assume responsibility for any other costs (i.e. non-refundable airline tickets or hotel reservations) or damages (including consequential, exemplary, incidental, or tort damages) or for any lost profits resulting from the rescheduling or cancelling a program or course. to info@itrainingexpert.com with any questions or concerns.