This course is designed specifically to help improve your collection rates. The UK's leading trainer in the subject uses practical examples and case studies to show how to use debt collection techniques that really work.
This programme will help participants to:
Understand debtors and communicate with them effectively
Improve their telephone and writing skills
Appreciate the key legal issues
Track down 'gone-aways'
Improve their collection rates
1 Giving credit and collecting debts
The benefits when you get it right
The cost of getting it wrong
2 Analysing yourself
The importance of making the right 'first impression'
Assessing your own personal communication style and how this affects your results
How do you (or might you) look in the debtor's eyes? What would you like to change?
3 Analysing your debtors
Types of debtor
The delaying debtor
The genuine debtor
The cashflow or hardship problem debtor
The ones who never intended to pay
Spot the most common reasons and excuses for non-payment - and learn how to deal with them
4 Understanding debt recovery and the law
Data protection issues
County Court suing enforcement methods
Human rights and debt recovery
Retention of title matters
5 Telephone skills for debt recovery
A 7-point plan which works every time
Learning by example: listening to and analysing some pre-recorded (or live) collection calls
What was done well?
What should have been done differently?
Did the collector recognise opportunities?
Did the collector create opportunities where seemingly none existed?
Did the collector negotiate well or not at all?
6 Writing skills for debt recovery
Key phrases to avoid
What to include
A sample letter which gets results in over 90% of cases
7 Tracking down the 'gone aways'
A unique debtor-tracing plan
Why spend money on external tracers when you can find those 'gone away' debtors for yourself?