INTRODUCTION
In order to be an effective collector for a Hospitality Industry, you need to have the heart of an entrepreneur. This course will help you to understand your defaulter behaviors in order to recover the arrears more effectively. You will learn when to be hard or soft or using multiple options approach to speed up your collection. This 2 days’ course will provide those at the forefront of debt collection with the latest skills and techniques available for the collection of debt in a customer friendly way.
Course Objectives
By the end of this course you will be able to:
Assist the organization in tracing the reason debt occur
Ability to provide solution to the current debt issues
Understand ways of troubleshooting debt in the Hospitality industry
Provide legal advice or measurement that the organization can do to help reducing debt
Explore the possibility of co-operation among player in the industry
Understand in dealing With Difficulty Customers via telephone
Applying Collection Skills Via Telephone
Identify the Qualities of An Effective Collector?
Profiling your Customers
Practical debt recovery approaches
Credit Evaluation & Monitoring
Case Studies & Group Discussion
METHODOLOGY
Case Study & Group Discussion. Real-current problematic hotel & tourism debt cases will be analyzed and scenario solutions will be discussed within the workshop.
WHO SHOULD ATTEND
Entrepreneurs, Accountants, Business Managers, Marketing Managers, legal Managers, Finance executives, Finance assistants, Collection Executives, Sales Executives, Managers, Credit Analysts, Credit Controller & Recovery Officers.
Special Feature: NOTE: Please bring laptop along
PROGRAMME OUTLINE
Day 1
Module 1: Customer Risk Profile in Hospitality Industry
Assessing Your Risk Factors
What Are the Strategies to Negotiate Debt?
Why Borrowers Are Not Paying You?
Module 2: Tracking Your Customers in Hospitality Industry
Effective Ways of Evaluation
Monitor the Potential/Existing Customers
Module 3: Improve Telephone Skills in Hospitality Industry
Improve Telephone Skills
Collection Skills Via Telephone
Module 4: Collection Skills via Telephone in Hospitality Industry
Persistency
Speak Your Customer Language
Profiling Customers
Flow Along with The Customers
Day 2
Module 5: Qualities of an Effective Collector in Hospitality Industry
Passion
Patient
Perseverance
Persistent
Module 6: Understand Legal Debt Recovery Strategies
What to Do Before Litigation
Contents of Letter of Demand
Factors to Consider Before Suing
Preparation for Suing
Preparation for Trial
Enforcement of Judgments
Module 7: Debt Recovery Case Studies in Hospitality Industry (Part 1)
Negotiation Skills
Effective Collector
Handling Difficulty Debtors
Module 8: Debt Recovery Case Studies in Hospitality Industry (Part 2)
How to Detect Customers Early Warning Sign?
Dealing with NPL Borrowers
What Are the Critical Tasks of Financial Controller & Credit Controller?
Handling Government Accounts