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OBJECTIVES
» As a key point of contact with the customer, the collector must be able to achieve an effective collection approach while protecting the customer relationship. This requires an understanding of human nature and human reactions as well as an understanding of the importance of the role of collections. This workshop will equip collections personnel with the essential skills and an effective call process that will achieve results. It will also motivate them to view the task as a challenge.
» We address not only the process of the collection call, but also the attitude, communication and interpersonal skills that are required by collections staff. The workshop also reviews performance measurement techniques that not only measure individual performance but also allows this to be a practical means of communicating to other departments the contribution that they make to the organisation.
CONTENTS
A. Identifying the problem of payment
» The internal incidents . Identifying the problem of recovery. Objections vs justifications. The right partner . Hierarchical levels. Identification of defaulters.
B. Recovery of bad debt Techniques
» Negotiation and Persuasion. effective complaint letters . Email as a communication tool . The preparation of documentation. Marketing support to prevent and recover bad debts. The importance of information. The Power of negotiation. Specialized companies and their cost. The evaluation of legal action.
C. Dynamic Telephone Collections
» Preparation of the call. Analysis of different types of customer. Communication skills. Objectives in the call. The importance of keeping records. Pressing the client without aggression. Get commitment to pay . The attitude of the collections manager . Handling objections. Planning calls. The process of collecting phone . The objective of being in business .OBJECTIVES
» An advanced workshop for Credit Management and other senior staff that will equip them with the techniques and strategies to reduce bad debt, speed up cash flow, reduce risk and increase profit.
CONTENTS
A. Commercial Credit Analysis
» Grant analysis and control of commercial credit. Realiable sources of information. Insurance Agencies. Factoring and assignment of bills for collection.. Control and monitoring of client risk.
B. The billing and collections Procedures:
» In the Supply. The Purchase Orders : Open and close. Retroactive Prices. Production Orders. Supply Schedule. Regulator Warehouse : National and foreign. VAT Treatment. Incoterms and their application. Customs documentation. Control of the merchandise in regulator warehouses. The CMR.
» Billing Process. The self-bill-invoice Reconciling of delivery notes. Export invoices. Tool invoices. The PSW (Part submission Warrant). PPAP ( Production Part Approval Process )."Procès-verbal d'aceptation" The differences in Prices/Quantity and their treatment. Electronic Billing. EDIFACT. Customer Web Access.
» The collection process. The collection partner in materials and tools. Payment methods. Letter of Credit. ,Checks and bills. The collection process with insurers .Factoring. The preventive claims. Treasury Forecasts.
C. The Reporting and Decision making
» The aging. Age of the customer debt. Customer Days. Classification. Tools, Delivery Notes and Materials. Automation. Reliablity of information. Incident Reporting. Continuous improvement.
D. The effective Claim
» The causes of default. Documentation to provide Proof of delivery , delivery Note and CMR. The PPAP, PSW. and certifications. Purchase Orders. Delinquent Debt. Legal Claims. How to recover debt in Insolvecy ? The Write Off. Negotiation Skills. Triangulation. The role of insolvency Legal Solicitor. The outage and its implications. Partial payment Schedule.
