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Sc F S
Effective Ways in Cl hem BL
aim e
ab
Collecting Hard Core Debts le
Facilitated by
Mr. Ruban Thomas
Senior Consultant
Organized by
TACH Solution
www.tachsolution.com
info@tachsolution.com
+603 6207 5469 (tel)
+603 6207 5470 (fax)
EFFECTIVE WAYS IN COLLECTING HARD CORE DEBTS : Course Content
♦ The definition of hard core debts ♦ Vital techniques for collection agents to increase debt
recovery
♦ Why hard core debts exists? Analysis of custom-
ers behaviors ♦ Pre-call planning and the opening statement—
♦ Winning approach to telephone collections stresses the basic steps of the collection call.
♦ Your voice— helps the participants to understand Teaches a process that prepares the collector for the
the importance of using positive collection tech- call. Review how to make an effective opening state-
niques and strong interpersonal skills. Learn and ment and get through to the right person
practice aspects of voice quality, including inflec-
♦ Asking Questions with precision and transition to
tion and pacing.
payment arrangement—explains how to ask ques-
tions that get specific information and encourages
♦ Listening skills—Teaches how to improve listen- desired behavior. Addresses the ‘how to’ for present-
ing skills. Focuses on learning what to listen for, ing to the customer the specific payment arrange-
recognizing communication styles and identifying ment in a way that gains acceptance.
habitual customer responses. Provides tips on
how to avoid and overcome negative ‘self-talk’ ♦ Handling Objections and Closing the Call—Teaches
the participants to handle customer objections and
gain agreement on a specific payment arrangement.
♦ Communication Gaffes—explains how to deter-
Includes the elements that must be covered in clos-
mine what a customer is really saying under con- ing the call.
ditions of stress. Offers suggestions on when
and how to challenge customer generalizations ♦ Introducing the TPS technique—Third Party Search-
and assumptions ing—teaches the participants to overcome the prob-
lem of untraceable debtors by using this techniques.
♦ The emotional side—trains the participants to
♦ All activities will come with theory-sharing, exam-
deal with customers in a variety of emotional
ples and case studies and also role-plays to en-
states and to guide them toward a state in which hance participants knowledge.
they are most likely to pay. Shows how to save
one’s own ‘emotional side’ in the face of angry
and abusive clients
Case studies, small group exercises, small 40% of expert inputs + 60% of practical facilitation Based on hands-on experience from trainer,
group discussions, consultative sessions group exercises to increase the effectiveness of participants will be able to implement concepts
hands-on experience
His article on Debt Management also been published in "Personal Money" in the edition
To inquire about courses that we can of February 2009
bring to your site, including optimal
group size and costs, please drop us an He has been frequently invited to speak in conferences and conduct presentation
email at: info@tachsolution.com in which his participation in these occasions has been warmly received; his programs,
given excellent reviews and ratings. His unique approach using acronyms
Or call us at 03 6207 5469 to enhance maximum absorption of knowledge in his talks has earned him great
commendation.
The impact of his lively training and ideas has generated greater energy and direction
towards the challenge of excellence. His mission is to bring Asian from
good to great through easy to understand and practical approaches
Effective Ways in Collecting Hard Core Debts
Dorsett Regency Hotel, Kuala Lumpur, Malaysia
20-21 July 2009
RB
www.tachsolution.com
Please complete the following and fax it back to (603) 6207 5470
A. Workshop Investment
RM 1288 per delegate (Normal fee) ACT NOW !!
RM 1188 per delegate (Registered before 25 June 2009)
B. Organization Details
1. Organization Name
2. Address
C. Delegates Details
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* The booking is invalid without a signature CANCELLATION & SUBSTITUTIONS: All cancellation of registration must be made in
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given. If cancellation is received less than four weeks but more than two weeks before
PAYMNETS: A confirmation letter and invoice will be sent upon
the event, 50% will be refunded. If cancellation is received at least four weeks before
receipt of your registration. Please note that full payment must
the event, 80% will be refunded. Substitutions are welcomed at any time.
be received prior to the event in order to be eligible for attend-
ing. Payment may be made via cross cheque made in favor of:
HOTEL ACCOMODATION: Accommodation is not included in the workshop fees.
Room reservation can be made by delegate directly with the hotel. To enjoy privileged
TACH Solution
room rates, please contact Dorsett Regency Hotel and state that you’re attending an
C-02-05 Prima Duta
event organized by TACH Solution.
12 Jalan Dutamas Raya
Dorsett Regency Hotel, Kuala Lumpur
51200 Kuala Lumpur
Tel (603) 2715 1000
MALAYSIA
NOTE: It may be necessary for reasons beyond control, to change the content and
Direct bank in details:
timing of the event, speaker(s) or venue. Every effort will be made to inform the partici-
Bank : MAYBANK
pant of the change. TACH Solution should not hold liable for any cost arising from this
A/C No: 5147 2140 0998
change