Workshop Telephone Debt Collection

Target group:
The target group consists of employees in accounts-receivable and accounts-payable departments and legal, collection and enforcement departments, as well as in debtor and claims management and debt collection departments.

Workshop objectives and content:
It is an unfortunate fact of life that due instalments are often either transferred too late or not at all. Reminder letters are nowadays relatively ineffective and are often simply thrown unopened into the waste paper. This necessitates alternative methods of collecting money you are owed. The most effective aid in such situations is telephone collection. 

It enables you to form a personal bond with defaulting customers and to create a better picture of their situation, credibility and willingness to pay. The customer must express himself personally and the employee processing the debt can argue directly with the customer to locate individual solutions (as specified by the company). Between 50% and 60% of overdue invoices are realised at the third reminder stage by telephone collection!

This special communication training seminar on the subject of telephone collection explains the strategies, tactics, and conversation methods that you can use on the telephone to persuade your customers to render fast payment.

Use of rhetoric in telephone collection:

• Special questioning techniques
• Respectful handling of objections
• Active listening
• Successful formulations
• Expressing negative aspects positivel

Conversation methods:

• Devising a specific conversation guide
• Telephone business card
• Reason for calling
• Three possible customer responses
• Use of yellow card
• Three principles of telephone debt collection
• Making binding agreements