Session 1 Section A: Introduction
? Welcome
? Objectives
? Importance
Section B: Collections
? Understanding
? Receivable
? Cash Cycle
? Potential
? Write-Offs
? DSO
? Phases
Section C: Communication Techniques
? Overview
? Telephone Image
? Telephone Basics
? Telepone Courtesy
Section D: Working with Customers
? Handling Complaints
? Irate Customers
? Placing on Hold
? Speaking Techniques
? Speech Control
? Listening Techniques
? Listening Controls
? Listening Exercises
Session 2
Section A: Behavior Styles
? N2 Model
? Personal Style
? Defeat Style
? Collaborative Style
? Accommodative Style
? Withdraw Style
? Compromise Style
? Enhancing Behavior Style
Section B: Effective Collections
? Advantages
? Prepare
? Customer Information
? Open Strongly
? Telephone Messages
? Work Through Objections
? End with Commitment
? React Quickly
Section C: Danger Signals
? Warning Signs
? Importance of YOU