Table of Contents: The Psychology of Credit Management: Collecting Debt in Hard Times
1 Introduction
1.1 Program for "The psychology of credit management"
1.2 Friendly reminder -v- hardball collections
1.3 Attunement (listening and paying attention properly)
1.4 What you need to know about psychology
1.5 Getting value out of the seminar
1.6 Formula for collection call success
2 Getting more money out of your debtor
2.1 Negotiation skills
2.2 The psychology of negotiation
3 Turning a promise to pay into a commitment to pay
3.1 In general, people want to do what they've said they'll do
3.2 How to make customers more committed
3.3 Five reasons people don't pay as they've promised to
3.4 There are some dumb people in the world, and some may be your customers
3.5 People forget things - how can we help them remember?
3.6 Some people aren't very committed - how can we make them more committed? 15
4 Pushing for payment without losing the customer
4.1 General rules of trade collection processes
4.2 How to increase pressure on debtors who break promises
4.3 Why do people pay or not pay?
4.4 Small things can make the difference - the path of least resistance
4.5 Who will they pay when everything is virtually equal?
4.6 The importance of speed - delay leads to "uncollectability"
4.7 Logic of the early call
4.8 Early phone calls are less confrontational and more likely to be successful
4.9 What do you say when you call a debtor two days after the account is due?
4.10 Attitude 27
4.11 The cheque's in the mail
4.12 A customer worth keeping?
5 Improve your relationship with your debtor
5.1 Being "nasty" can work for you or against you - overall, we don't recommend it
5.2 Reciprocity and how we can use it
5.3 The door-in-the-face technique
5.4 The that's-not-all technique
5.5 The benefactor-before-beggar technique
5.6 Should sales people be involved in the debt collection process?
5.7 Handling angry customers
5.8 Taking the HEAT - a four-step method that works
5.9 Use the boss
5.10 Do you hang up when someone is swearing at you?
5.11 If the customer has a complaint - two extra steps to add to the HEAT method
5.12 Keeping justifiably angry customers who are intending to leave
6 Dealing with debtors in serious financial strife
6.1 How do debtors decide who they're going to pay?
6.2 Factors that influence the hierarchy of payment
6.3 Negotiating payment arrangements with distressed companies
6.4 Negotiating payment arrangements with distressed consumer debtors
6.5 Do you have the time to deal effectively with your debtors?
Seminars overview and registration: Australia / New Zealand