The Psychology of Credit Management: Collecting Debt in Hard Times

You're trying to push the customer into paying but you don't want to upset them so that they swear at you and slam down the phone. (Even more importantly for most businesses, you don't want to lose their future business.)
You need to be able to quickly assess the best way to deal with each customer. You need to have a selection of approaches that work for different types of people and different types of customer attitudes.
You have to be able to recognise the emotions affecting a customer and address them before they reach a point where they stop the customer from dealing with you rationally.
You need to have strategies for helping people to find solutions and strategies for changing people's minds, aside from just bullying them.
You need to recognise when people are promising things they don't intend to do, and know how to make them serious about keeping that promise.
You need to be able to talk people into paying more than they wanted to pay.
Despite the fact that you've just talked the customer into paying more than they wanted to pay, you need to make them feel satisfied with the outcome of a call.
Even though people are regularly failing to keep to their commitments, you need to have faith that people almost always want to do the right thing, and generally will if they can, provided you approach them in the right way.

If you have a good understanding of people, you can be good at collecting money. This course is about developing those people skills. We all try to influence people every day. We all understand something about what's going on in people's minds and how to influence them. The better you understand these things, the better you will be at your job and the more satisfaction you will take from doing the job well.

Feedback from attendees

"Overall good subject matter presented thoroughly and interestingly. Presenters spoke well and to the audience, not at us."

"Excellent for all categories. What I have taken away is some really neat and easy communication techniques which I have been using this week which are helping me with relationship building with my clients. For me, that was exactly what I was looking for. I was wanting some win-win ideas/techniques to use with our clients – not some hard-nosed approach – I am really happy I did this course."

"As I am very new to this debt control role with no training this was a great course for me giving me a plan to follow"

"The presenter was very informative and knowledgeable and made time for everybody's questions."

"Overall was very practical and full of real examples etc. Really enjoyed the group interactions. The Presenter was very professional and practical."

"Very informative. Covers the important parts of being a good credit controller."

"Best materials I have ever received for a seminar."

"Programme design great. Enjoyed the scenarios. Great getting together in the beginning to break the ice, everyone on the same level."

"First credit management seminar I've been to. Learnt heaps!"

"Best thing - the fact that you came away from it with the feeling that you had learnt something."

"Good mix of talking and exercise to keep it interesting."

"Glad we had something to revise after the seminar. Covers points well."

"Great presentation."

"The material was interesting. It was a good time frame and I enjoyed the interaction."

"Great information and very detailed."

Seminars overview and registration: Australia / New Zealand

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