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In
this workshop, participants will be provided with practical and
real-life cases to analyse, discuss, formulate strategies and to work
out feasible solutions in groups. The practical exercises in this
workshop will allow participants to gain thorough and firm grasp of all
the crucial issues, tools and techniques involved in debt collection
through telephone.
This course
is structured to be PRACTICAL, INTENSIVE and RELEVANT to your everyday
situations. This is made possible by a Workshop Leader who is a
practitioner with more than 20 years of experience in this area.
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| Date:
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17 February 2009 |
| Time: |
9:00 am - 5:30 pm |
| Fee: |
S$330 (subject to 7% GST) |
| Venue: |
Hotel, TBA |
| Enquiries: |
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Payment must be made before the commencement of
the workshop. No cancellation is allowed 7 days prior to workshop. |
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The Telephone As A
Collection Tool
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Impact and
Effectiveness of Telephone Collection |
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Limitations of
the Method |
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| Laying
the Groundwork to Make Telephone Collection Effective |
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Pre-call
Preparation |
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Routine vs
"Overdue" Calls |
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Effective Words
to Open the Door |
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Effective Methods
to Reach the Decision Maker |
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Methods to Start
a Telephone Conversation |
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The Dialogue |
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The Tone of the
Voice |
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Ways of
Developing Tact |
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Methods in
Getting the Commitment to Pay |
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Handling the Problematic
Debtors
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The Art of
Getting Your Call Through to the Right Person |
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Controlling the
Situation |
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Listening to What
Debtors Have to Say |
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Language of the
Trade |
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Negotiating for
Payment |
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Incentives for
Payment |
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Overcoming Objections
and Excuses
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"Statement Not
Received" |
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"Inaccurate
Statement" |
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"It's in the
Mail" |
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"Signatories are
Away" |
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"Goods are
Defective" |
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Telephone
Collection Workshop |
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Planning Your
Strategy to Get Results |
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Making Routine
Calls |
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When to Show
Debtors You Mean Business |
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Using the
Language of the Trade |
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Practical Session
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| The
Telephone Call in Relation to Other Collection Instruments
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Letters and
Reminders |
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Fax and Telex |
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Collection Agency
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Legal Alternative
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Mr
George Goh
has more than 20 years of practical experience in the areas of credit
management, debt collection and credit insurance. He has worked with
various organizations including Concorde Hotel (Formerly known as Le
Meridien Hotel) , Transnational Group of Companies, Vikay Industrial
and Dun & Bradstreet, to name but a few.
His previous career also includes employment with Credit Information
and Debt Collection Agencies who provide credit reports, debt
collection services like legal pursuits to recover debts all over the
world.
His professional experience in credit management expands even into the
area of credit insurance coverage for companies to insure their most
valuable current assets – trade receivables.
George has served for 15 years on the Board of Management of the
Singapore Association of Credit Management (MSACM). Formerly the
Association’s Hon. Secretary and Hon. Treasurer, he is now the
Association’s Membership Chairman and an active member of the Council.
A very hands-on, practical trainer, George has conducted numerous
credit and collection seminars in the South-east Asian region and has
won tremendous respect from past seminar participants for his knowledge
and experience on the subject.
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Collecting debts is an ESSENTIAL part of any organisation’s existence.
All personnel who are involved in debt collecting – Accounts
Receivables Executives, Internal Audit Executives, Credit Officers /
Executives, Sales & Marketing Personnel –
must be trained to assess the chance of recovery within the first few
minutes into the conversation with the debtor. More importantly, to
preserve a good business relationship, they must know by heart the
diplomacy, tact and psychological concepts.
Legal action is often the last resort as it is not only costly but also
time consuming. It may also not be a good solution if a long-term
business relationship is desired.
This is therefore a very practical and highly valuable program that is
aimed at imparting skills to help companies minimize bad debts, improve
cashflow and profits through the use of a simple collection tool -
TELEPHONE.
In just 1 day, our experienced Workshop Leader will GUARANTEE you the
results you want!
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"This
seminar is highly recommended for people who are involved in debt
collection. It has given me confidence to approach companies in a
professional manner. I have applied what I learnt from the seminar and
it works!"
-- Pauline Chua,
Administration Manager, Newmarket International, Inc.
"The seminar is informative. It gave me exposure to credit bureaus that
exist in some countries, for instance, in the US. It would be very
helpful indeed if we have similar "watchdog" bodies here for specific
industries. This would help prevent business bad debts to some extent.
The seminar also offers good guidelines on how to handle different
types of clients for debt collection. Overall, the seminar is good."
-- Jimmy Kuah,
Asst. Product Marketing Manager, Hsin Semiconductor Pte Ltd
"This seminar is useful. I'm able to apply what was taught in the
seminar in my work. It's been really helpful."
-- Sim Kim Heok,
Admin Assistant, Admin/Finance Division, Singapore Information Services
Pte Ltd (A subsidiary of TDB Holdings Pte Ltd)
"The seminar provides useful knowledge on legal proceedings to recover
debts. We learned the importance of diligent follow-up as it would
determine how fast we recover our debts."
-- Teo Hwee Hwee,
Assistant Manager (Credit Control), Ecolab Pte Ltd
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