Seminar Highlights

Collection Psychology

• The S-E-P-P Principle 

• The Collections Success Keys    

• Establishing a Collection Strategy 

Understand the Customer 

• Using DiSC Techniques

Planning the Collection call

• Setting Call Objectives

• Your Telephone Voice 

• Attitude - Inflection - Pacing 

The Collection Call

• Getting by the gate keeper

• How to get by voice mail 

• Reaching the decision maker

• Opening the conversation 

• Controlling the call and the time on the phone with the customer

• Asking open-ended questions

• Techniques to identify fluff

Collection Listening Skills

• Listening to understand

• Focusing on the message

• Working the Information 

Handling Objections

• Managing communication gaffers

• Handle excuses with finesse

• Handling customer complaints

• How to overcome delayed tactics

Influencing the Customer to Pay

• Influencing Factors

• Getting paid with Goodwill

• Getting Commitment

• Negotiating Techniques 

Tuition Fee: - $425.00

 How to Close the Collection Call

• Getting a Commitment

• The tie down 

• Recording the call

• Establishing Follow-ups

Professional Portfolio Management

• Setting account objectives

• Account coverage techniques

• Follow-up management

Collection Letters 

• What to include

• What to exclude

• When to send letters

• Type of Letters and usage

Getting Outside Agency Help

• When to hire

• How to hire the right one

• How to structure the agreement

• How to manage the relationship

Managing Collection Stress Factors 

• How to handle difficult customers

• How not to take it personal

• Managing emotions & stress

• Avoiding energy robbers

• Determining your desired outcome

• Problem solving

• Separating people from the problem

• Improving personal productivity

Legal Issues

• Legal rights and limitations

• Legal aspect in collections

• Collection laws 

• Preferential payment

• Mutual release

• FDCPA Compliance

• Small Claims Court

  • Canada

  • United States