2 days workshop
INTRODUCTION
In order to be an effective collector, you need to have the heart of an entrepreneur. This course will help to provide you with an environment that stimulates proactive behavior in order to achieve greater goals for yourselves and your organization. The objective this seminar is to demonstrate how to collect water bill overdue payment from individual & corporate who owe money.
COURSE OBJECTIVES
By the end of this course you will be able to:
How to collect from individual & corporate accounts for Water due.
Understanding Negotiation Techniques
Profiling Your Consumers
Use Practical Debt Recovery Approaches
Assist the organization in tracing the reason why consumers do not pay their water bill
Ability to provide solution to the current outstanding water bills
Understand ways of troubleshooting debt
Provide legal advice or measurement that the organization can do to help reducing debt
Understand in dealing With Difficulty Customers via telephone and face to face discussion
Applying Collection Skills Via Telephone
Identify the Qualities of An Effective Collector?
Practical debt recovery approaches
Case Studies & Group Discussion (real case study from water industry to be discussed in training session)
METHODOLOGY
Case Study & Group Discussion. Real-current problematic debt cases will be analyzed and scenario solutions will be discussed within the workshop.
WHO SHOULD ATTEND
All Staff in charge of recovery works
Special Feature: NOTE: Please bring laptop along (Templates are provided)
PROGRAMME OUTLINE
Day 1
Module 1: Burning issues in debt recovery
How to handle customers who delay paying water bills
Management Bureaucracy
Collectors Are Not Well Recognized
Unable to Locate Customers
Module 2: Customer Risk Profile
Assessing Your Risk Factors
What Are the Strategies to Negotiate Debt?
Why Borrowers Are Not Paying You?
Module 3: Negotiation Techniques
Soft Negotiation
Hard Negotiation
Principles Negotiation
Successful Negotiation
Profiling Your Debtors
Handling Complaints & Difficult Customers
Focus on customers with big outstanding
Visit your customers
Module 4: Improve Negotiation Skills – Face to face with customers
Improve negotiation Skills
Collection Skills Via face to face scenarios
Improve Collection Skills Via Telephone
Persistency
Speak Your Customer Language
Profiling Customers
Flow Along with The Customers
Module 5: Qualities of an Effective Collector
Identify the qualities of an effective collector & rank them
Role play & reverse play on your attributes as effective Collector
Day 2
Module 6: Case Studies & Group Discussion
Case Study 1 (Negotiation Skill)
Case Study 2 (Handling Difficulty Debtor)
Case Study 3 (Branch Manager Task)
Case Study 4 (Dealing with Problematic customers)
Case Study 5 (Detecting early warning sign)
Recoveries Techniques
Module 7: External Outsourcing to Collection Agencies
When & why Outsource debts to collection agency
Outsourcing Cost
Module 8: Legal Procedure
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 9: Bankruptcy (Amendment) Bill 2016
Voluntary Arrangement introduced as a new rescue mechanism
Stringent requirements for service of bankruptcy notice and creditor’s petition
Single order of bankruptcy introduced
Minimum debt threshold has been increased
Stronger protection for social guarantors
Leave of court required to commence bankruptcy proceedings against other guarantors
New list of bankrupts to be allowed discharge
Automatic discharge introduced
Establishment of the Insolvency Assistance Fund