‘Debt Collection Training’- Getting your Company out of Debt & Preventive measures for future! ‘Collection Skills’ as the name says, specializes in this field, and are the only ones in this part of the world to be listed in the ‘Collections & Credit Risk Magazine’-USA, under ‘Who’s Who in Training’ & ranked TOP on most top search engines!! Right now, with cash tight and business slowing down, companies need to go after the bad debts as a way to raise needed cash. They need to go after the receivables even it if means getting just something now! Managing Credit and Collecting money therefore are the 2 most important and vital factors which decide the fate of any business. ‘Collection Skills’ program on ‘Professional Training Skills for the Prevention & Collection of Bad Debt’, covers the details on Credit & Cash Flow Management right from how bad debt occurs with methods to prevent the same (the most important part!), through the steps of an effective collection call (both on phone & face to face) with emphasis on the importance of documentation/procedures for systematic follow-up; including series of letters and general tips for chasing your money too (by encouraging proactive methods!). At the end of the program participants would have learnt to manage credit, using planned preventive measures (the most vital part!), would have learnt to develop a complete systematic collection program, gained confidence in collecting money and have acquired several new ideas for immediate use, including taking back an Action Plan.

1. 3-Day Training Program on:
Professional
Debt Prevention & Collection Skills/ Techniques
(Collection of Accounts Receivables/ Debt)
‘Collection Skills’- a leading Training Provider & the only one in this part of the world to be
listed in the ‘Collections & Credit Risk Magazine’ under ‘Who’s Who in Training’ & ranked
as the No.1 on all top search engines.
‘Collection Skills’- as the name says, specializes in conducting Professional Training
Programs for the industry in ‘Prevention & Collection of Debt’ and has been regularly doing
so for the last 10 years serving customers from a diverse range of industries, with an
impressive list of some of the top most names in India, Middle East & SE Asia.
Objective of the Program
a) To ensure participants are equipped with the necessary skills in Collecting/Minimizing the
outstanding, while yet keeping the Customer using a very professional approach.
b) To provide a thorough understanding of how bad debt occurs, how to prevent it, and the impact it has
on the organization.
c) To ensure that the team is equipped with the skills to manage /control/ monitor Collections on a day-
to- day basis.
d) To equip participants with the skills in understanding the behavior pattern of customers (defaulters), in
order to ensure that they fine-tune theirs to that of each customer.
Program Outline:
‘Collection Skills’ program on ‘Professional Training Skills for Prevention/Collection of Accounts
Receivables/ Debt’, would cover the basics in credit & cash flow management right from how bad debt
occurs with methods to prevent the same, through the steps of an effective collection call (both on pho ne &
face to face) with emphasis on the importance of documentation/ reports/ procedures for systematic follow-
up; including series of letters and general tips for chasing your money too (by encouraging proactive
methods!).
In brief the 4 HOW’s would be covered:
HOW bad debt occurs (everyone needs to understand the impact of this on the organization)
HOW to prevent (prevention is better than cure!)
HOW to collect your money…& finally
HOW to keep your customer!

2. OUTLINE OF COURSE CONTENTS
• Pre -Training Assessment
• Introduction
• Qualities & Attributes that can make you a Professional Collector
• Attitudes in Collection
• Key Activities & Responsibilities of a Collector
• Business Cycle (Cash Flow Merry-go –round)
• Slide to Insolvency
• How money is lost everyday
• Pareto Principle (80:20 rule)
• Bad Debt- A major profit leak
• Major Causes for Bad Debt
• Why customers don’t pay
• Benefits of paying on time
• Cost of giving credit
• Various stages of credit management
• Assessing creditworthiness of customers
• Categorizing Customers/Defaulters with specific skills sets to handle each type
• Importance of Coding customers/ Unique Method of Coding
• Mode of Collection (methods of payment)
• Strategy for Collection
• Implementing the Collection Program
• Reminder letters & other methods of Chasing
• Steps to an Effective Collection Call-Phone/Field
-Objectives of your Call
-Pre-Call Planning /Importance of Preparation
(Physical, Mental, Voice, Tools, Client information: Past History, Assessing intent/ Ability to pay, Market/
Industry/ Competition Analysis/ Situation, Call Strategy)
-The Collection Call (from Approach to Close!)
-Your Telephone Voice
-Communicating with Confidence
-Effective Listening & Obstacles to Listening
-Skillful Questioning
-Confirming Understanding/Paraphrasing
-Being Assertive!
-Transition to Payment Arrangement
-Overcoming/Handling Customer Excuses/Concerns/ Handling Difficult Customers
-Dealing with Difficult Debtors-Common Behavioral traits
-Follow-up
• Case Study: How would you rate this call?
• Importance & Samples of Different Records/Reports/Procedures
• Collection reports monitoring
• Reminder letters/emails & other methods of Chasing: How should they be handled
• Methods to Track/Monitor & Measure Performances, Documentation Procedures Systematic Follow-up
• Categorizing Customers/Defaulters with specific skills sets to handle each type
• General tips for chasing money
• Compliance requirements
• Avoiding debtor rights from being violated & adhering to the rules & ethical behavior for Collectors.
• Stress & Pressures experienced by the Collector.
• Lessons to be learnt
• Understanding yourself, to be able to understand others better, & how to use this tool in interacting with
customers as partners, to build long-term relationships.
• Role-Plays of entire Call
• Q & A Session
• Post Training Assessment

3. The approach will be more of a SEE & REMEMBER, along with DO & UNDERSTAND, using audio-
visuals, video clippings at each stage of the call (about 3 videos) , exercises, role-plays, and case studies
with finally video clippings on a ‘GOOD’ & ‘BAD’ call shown followed by role-plays to ensure that
participants are equipped with the necessary skills.
Group exercises would be conducted on the following areas:
• Benefits of paying on time
• What’s preventing us from collecting our money
• An exhaustive exercise on the various Excuses/ Objections raised by customers and the professional
approach used to handle these.
• Exhaustive exercise on understanding others better, & how to use this tool in interacting with the
internal & external customers, to build long-term relationships.
• Role Play within groups, (to build on confidence) followed by role plays in front of the audience
Action Plan
At the end of the program participants would have learnt to manage credit, using planned preventive
measures (the most vital part!), would have learnt to develop a complete systematic collection program,
gained confidence in collecting money and have acquired several new ideas f r immediate use, including
o
taking back an Action Plan which can be put to immediate practice.
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Call: (091) (044) 4353 1000 4353 1300 Mobile: +91 98400 99899
Email: training@CollectionSkills.com Hotline: 091-94440-365Days 24Hrs
We service some of the top most names as Clients in India, Middle East & SE Asia…
names and testimonials of which can be seen on the websites listed below:
Websites: www.FirstContactAcademy.Com www.SalesTrainingIndia.Com
www.CollectionSkills.Com www.EtiquetteWorks.in
www.ManualPreparation.com