Effective Debt Collection Skills

15 May, 2019, Vistana Kuala Lumpur

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Learn from the Best

Carol Chiam a.k.a. O.K.Chiam is a professional trainer, mentor, motivator, public speaker, customer service guru and an author of 8 books.

 

She has with her more than 25 years of vast working exposure in more than 7 industries, especially the financial and service sectors. Her professional qualifications and wide exposure not only made her successful trainer but given her an extra edge in writing comprehensive books to share her knowledge.

 

She has with her no less than 15 years of experience in training & development of staff and agents in leading multinational companies. She is a seasoned professional trainer for public and in house courses. Her participants include from large Multinational Companies, leading Conglomerates, Financial & Service Sectors, Oil & Gas Companies, Fast Moving Consumer Goods Industries (FMCG), Construction Sector, Manufacturing Sectors, Ministries, GLCs, SMIs, Universities, IT sectors, etc.

 

Carol’s debt collection courses are very well accepted and have been successfully conducted for in house and public courses for participants from all over Malaysia.

 

She is an approved PSMB Trainer with more than 15 years training experience. Besides debt collection courses, she is a popular and seasoned trainer in sales management, customer focus management, people management, presentation & communication skills and English grammar.

 

Carol believes that her success in training is very much due to her ability to interact with her participants in 3 languages i.e. English, Bahasa Malaysia and Mandarin and also, her vast exposure of more than 25 years in several industries, especially in multinational companies.

 

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.

Venue Details

Vistana Kuala Lumpur

Contact us

Juliany,
03 2283 6109
juliany@ipa.com.my

Phoebe,
03 2283 6100
phoebe@ipa.com.my 

FOR CUSTOMISED IN-HOUSE TRAINING
Jane,
03 2283 6101
Jane@ipa.com.my

ADDRESS 
A-28-5, 28th Floor, Menara UOA Bangsar, 
No.5, Jalan Bangsar Utama 1, 
59000 Kuala Lumpur
www.ipa.com.my

FOCUSING ON
  • Methods Of Collection
  • Collection Process
  • Investigate, Classify And Qualify Problem Accounts
  • Basic Principles Of Negotiation
  • Getting Through Gatekeepers
  • Dealing With Difficult, Abusive, Threatening & Rude Debtors
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.

Choosing the right method and knowing the process of debt collection will improve collectors’ effectiveness. Further, mastering the skills in dealing with difficult debtors make the collection job easier.

OBJECTIVES
  1. Equipping credit control and collection staff with the necessary skills in effective collection.
  2. Applying pressure in collection but at the same time maintaining positive relations.
  3. Dealing with difficult customers and being in control of the situation.
  4. Achieving company’s objectives
AFTER ATTENDING THIS COURSE YOU WILL RETURN TO YOUR JOB…
  1. Acquiring the skills and confidence to select the appropriate methods and implementing collection strategies in
    the right situation.
  2. Recognizing and effectively managing the customer’s avoidance of the debt recovery.
  3. Customizing and constructing an effective collection procedure.
  4. Being able to communicate effectively with debtors
  5. Raising ability to achieve company’s objectives
WHO SHOULD ATTEND
  • Collection Staff, Sales Staff and all Front-line Staff involved in debt collection.
  • Level of Understanding: Clerical to Executives
METHODOLOGY
Combination of interactive lectures, group discussion, role plays, individual & team activities are used for maximum effectiveness. Full participation is required to make the training much energized and fun-filled.
WHAT YOU WILL LEARN
9:00

METHODS OF COLLECTION 

  • By Telephone (most effective and friendly)
  • By Face to Face
  • By Collection Agency
  • By Legal Action
10.45

COLLECTION PROCESS 

  • When to collect (Timing)
  • How to collect (Methods)
  • What to say (Scripts)
12.00

INVESTIGATE, CLASSIFY AND QUALIFY PROBLEM ACCOUNTS

  • Current
  • Overdue
  • Doubtful
  • Strategies & Action Plans
1:00 Lunch
2:00

BASIC PRINCIPLES OF NEGOTIATION 

  • How to achieve negotiation goals?
  • How to negotiate with different personalities?
 

GETTING THROUGH GATEKEEPERS 

  • How to get through these people who block calls?
  • What message to leave for debtor to return call
3.45

DISCUSSION ON SCOPE OF LIABILITY IN TENANCY AGREEMENTS

  • Parties and their liabilities
  • Jointly and severally explained
  • Boiler Plates and Tenancy Agreement :
  • The significance of boilerplates used in Business Tenancy agreements
    - Interpretation clause and its role in agreements
    - Severability clause
    - Entire Agreement Clause and when it cannot be used
    - Force Majeure and its consequences
    - Contra Proferentem Rule and writing out of it
    - Waiver clause
    - Notice and its importance
    - Survival and Merger Clause
5:00 End of Course