Debt Collecting

Debt collecting is one of the few jobs where the person on the other end of the phone may be having the worst day of their month. This 2-day Staff Training workshop, ideal for debt collectors, credit controllers and accounts staff, builds SMART goal setting, structured negotiation skills, and a summarising matrix that ties the whole call process together, grounded in South African debt culture and statistics. The result: collectors who can hold their ground and get results without damaging the relationship.

Currency

Defining Currency and Understanding Business - core and support functions.

Understanding Debt

Understanding South African statistics and debt culture and the emotional aspect and perceptions surrounding debt.

Being a Debt Collector

Debt Collecting terminology.
Client Care and Debt Collecting
The Phone Call - preparing for the call, having empathy, understanding positioning, giving hope and thanking the Client.

The Approach

Listening, Questioning and Assertiveness
Excuses, Reasons and Finding Solutions
Negotiating Skills and Handling Difficult Clients

Goal Setting

Using SMART goal setting
Motivation and Dealing with Stress

Summarising Tool

A summarising matrix speaking to all of the above in an easily understandable tool.

Every workshop we publish is also delivered in-house — at your premises anywhere in South Africa and beyond, at one of our venues, or live online. Before we deliver, our course designers can adapt Debt Collecting to your team: your industry’s examples in the case work, your real challenges in the exercises, your operational rhythm in the schedule. We meet you, agree the outline together, and only then do you place the order.

In-house rates drop per delegate as the group grows — for larger teams it is usually the more affordable option as well as the better-fitting one.