Debt Collecting with Assertiveness and Conflict Management -Workshop

Debt Collecting with Assertiveness and Conflict Management -Workshop
  • 12th February 2019
    08:30 - 15:45

The prompt collection of slow paying and overdue accounts is the heart of every businesses’ survival. In so doing, debt collectors have the difficult task of handling customers, coping with conflict, confrontation, negativity and rudeness. Good methodical debt collecting practices for early recovery often prevents unpleasant experiences.

This practical workshop will highlight the importance of debt collecting and why retaining customers is so crucial to the business.

Learning outcomes:
• Planning collections by preparing customers information and profile
• Confirming and commitment to pay and follow up until payment is received
• Keeping accurate records
• Dealing with delay tactics and objections effectively
• Handling difficult callers assertively without being aggressive
• Understanding the importance of this position in the company
• Motivation, positive attitude – be part of the solution not the problem
• Understand the importance of the customer
• Being a good listener by applying effective listening skills
• Manage time and prioritise tasks
• Take ownership and accept responsibility

Workshop Outline:

Introducing the role
• Job description
• Understanding the importance, role function and purpose of the debt collector
• How the debt collector fits into the company’s life cycle
• Noting personal attributes and aligning them with the position
• Positive attitude within self and toward others
• Ability to deal with stress and conflict

Procedural Skills
• Starting the debt recovery process
• Preparing for each case prior to calling
• Conducting a telephone debt recovery professionally
• Positive approach towards customers
• Understanding the cost implication of outstanding debt
• Dealing with difficult non-committal customers, objections and negativity
• The importance of not mixing emotion with business
• Turning promises into commitments to pay
• Use agreed payment dates and reminders to follow through payment recoveries

• Effective listening
• Remaining focused with the call on hand
• The ability to think logically
• Communicating assertively
• Closing calls amicable and professionally
• Email communication do’s and don’ts
• Relationship building with customers

Event organiser: Helga Smit on 021 402 4300 or email

Speaker profile: VETTA Internationale

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Venue Phone: 0214024300

33 Martin Hammerschlag Way, Foreshore, Cape Town, Western Cape, 8001, South Africa