Collections Module
This module looks at all aspects of collections from start to finish. It covers eight areas to improve your understanding of the collection process and shows you clearly how to get better results. The course is delivered through Blended Learning to suit busy credit controllers.
Module 1
Understanding the Role of Credit in Business
Module 2.
Overview of Consumer Credit
Module 3
Other Communications
Modules 4
Understanding the customer
Module 5
The reasons for non payment
Module 6
Stages of the Call
Module 7
Interpersonal communications skills
Module 8.
Being effective
• Dealing with stress
• Staying in Control of every situation
• Priorities
• Dealing with returned cheques and direct debits
• Using third party agencies
On completion of this course you will have a complete understanding of the collection process, you will understand your customers at a whole new level as you learn about the different communications techniques and personality types that can make this job so difficult.
You will find yourself in complete control of every interaction and as you are focusing on the required result at all times you will find each interaction an educational experience rather than stressful. You will learn the correct words to use and the right questions to ask that always focuses on solutions and not problems.
The key to good credit management is that is should help a business to sell more. This course incorporates a new commercial awareness in all that will help the overall business not only through better cash flow but also with developing stronger relationships with your customers, which are at the heart of every businesses success.
The price of this single module is €495, or €395 (£365) +€50 (£45) exam fee as part of the Diploma in Credit Management, which covers your induction session , all your course notes, short tests, assignments, tutor support via email and telephone, a revision morning and a two hour written exam and a graduation ceremony where you will receive your award.
If this is completed as a stand alone module, you will receive a "Certificate in Collections"
Catriona Byrne 01 659 9466 email [email protected]
Declan 087 244 7052 email [email protected]
Module 1
Understanding the Role of Credit in Business
- The Role of the Trade Collector
- The importance of your Customers
- Understanding Credit Terms and Credit Limits
- Dealing with Sales and Other Departments
- Verbal Communications
- The right words and the right questions
- The Power of Focus
- Tone, tambour, volume and speed
- What you say and what they hear
- Developing confidence
Module 2.
Overview of Consumer Credit
- The Role of the Consumer Collector
- The importance of Credit
- Financial literacy
- Remaining in control
Module 3
Other Communications
- Letter writing
- Emails & Text messaging
- Face to face meetings
- Door to door visits
- Dealing with excuses
Modules 4
Understanding the customer
- Personality types
- Expression of emotion
- Change in circumstances
- What is reasonable
Module 5
The reasons for non payment
- The reason they tell you and the real reason
- Can’t pay
- Getting the facts
- Negotiating
- Won’t pay
- Understanding the motivators
- Finding the appropriate consequences
- Shouldn't pay
- Determine if it is genuine
- Taking the proper steps
- Dealing with excuses
Module 6
Stages of the Call
- Start, middle and end
- Emotion, Logic and Power
- Before, during and after
- Identification, issues and commitment
Module 7
Interpersonal communications skills
- Understanding the psychology of collections.
- Negotiating Skills
- Being persuasive
- Resolving internal issues that are a barrier to prompt payment
Module 8.
Being effective
• Dealing with stress
• Staying in Control of every situation
• Priorities
• Dealing with returned cheques and direct debits
• Using third party agencies
On completion of this course you will have a complete understanding of the collection process, you will understand your customers at a whole new level as you learn about the different communications techniques and personality types that can make this job so difficult.
You will find yourself in complete control of every interaction and as you are focusing on the required result at all times you will find each interaction an educational experience rather than stressful. You will learn the correct words to use and the right questions to ask that always focuses on solutions and not problems.
The key to good credit management is that is should help a business to sell more. This course incorporates a new commercial awareness in all that will help the overall business not only through better cash flow but also with developing stronger relationships with your customers, which are at the heart of every businesses success.
The price of this single module is €495, or €395 (£365) +€50 (£45) exam fee as part of the Diploma in Credit Management, which covers your induction session , all your course notes, short tests, assignments, tutor support via email and telephone, a revision morning and a two hour written exam and a graduation ceremony where you will receive your award.
If this is completed as a stand alone module, you will receive a "Certificate in Collections"
Catriona Byrne 01 659 9466 email [email protected]
Declan 087 244 7052 email [email protected]