Collection Training and Skills Development Workshop
Marriott Marina Del Rey, LA, CA
4100 Admiralty Way
Marina del Rey, CA
Tuesday, March 20, 2012 9:00am till 5:00pm includes lunch and breaks
This Workshop will be held on Tuesday March 20, 2012 from 9:00 am till 5:00 pm in conjunction with our CRF Forum - March 19 -21, 2012, at the Marriott - Marina Del Rey just outside Los Angeles. (minutes from LAX airport)
Collection Workshop attendees are invited to the CRF Networking event Monday evening March 19th with the CRF Forum group and are invited to stay for Wednesday's Open Forum at the CRF Forum from 9:00 - noon.
To Reserve
your hotel room at a Discounted Rate of $199.00
(plus tax)
Use booking code: crfcrfa
Visit the Hotel and Book Room
Click here to Register for Workshop
The Credit Research Foundation, in cooperation with the Commercial Collection Agency Association of the Commercial Law League of America and Receivable Training Associates, is pleased to present a one-day Collection Training and Skills Development session for your collection staff.
This program is based on the premise that there
are essentially four principles that make up the basis for excellent
accounts receivable collection practices. They are:
Collect the money
Maintain a systematic follow-up
Get the customer to discuss the account, and
Preserve good will.
While these objectives would seem straightforward, today’s business environment challenges our AR workforce as we are often pulled from our goals and easily distracted from the mission at hand.
Collection training of new employees is often left to current employees to perform. The downside to this approach is that bad habits get instinctively passed along that can undo the positive training effort. Also the routine of day-to-day collections warrants the opportunity to learn fresh new methods and techniques.
This CRF / CCAA Collection Training and Skills Development program is founded in the belief that the function of your organization is to supply goods or services, not working capital, to your customers. As such, our collections training module will train employees responsible for collections in the basic tools and concepts that the collection personnel need to understand in order to grow, succeed and become master collectors.
A. The Importance of Accounts Receivable to a Company's Cash Flow
B. Accounts Receivable is a Perishable Asset
The Cost of Carrying Slow Paying Customers
Accounts Receivable Collectibility Declines with Age
Examples of credit & collection policies
C. Understanding the Slow Paying and Delinquent Customer
D. Customers
Valuing Customers
Why Customers Stop Doing Business
Basics of Effective Customer Service
E. Reminder Calls
Objectives
Examples of Some Reminder Calls: The Initial Contact, Leaving Messages, Handling Promises and Handling Disputes. Extensive Use Will be Made of Role Plays.
F. Managing Non-Collection Situations
Common Causes of Non-Collection Situations
The Importance of Curing the Root Cause of a Problem Versus Addressing Symptoms
G. Delinquency Calls
Objectives
Examples of Delinquency Calls: Leaving Messages, Securing Promises of Payment -- In Full and a Partial Payment Schedule, Handling Defaulted Promises of Payment, Handling the Irate Customer and Leaving Messages. Extensive Use Will be Made of Role Plays.
H. Final Demand Calls
Who Makes the Calls
Effective Final Demand Techniques. Extensive Use Will be Made of Role Plays.
I. Collector Organizational Tips to Make the Most Effective Use of the Time Available.
J. Collection Letters
Their Effectiveness
When to Use Collection Letters
Tips for Constructing Effective Collection Letters
About our Trainers:
Emil Hartleb
Mr. Emil Hartleb has over forty years of experience in the field of credit and collection coupled with experience in general management with full P&L responsibility, marketing and sales management, data processing management and government relations & legislation.
Executive Director – Commercial Collection Agency Association (CCAA) of the Commercial Law League of America (CLLA). As Executive Director he oversees the collection agency certification program of the CLLA.
Seminar Leader -- Dun & Bradstreet Business Education Services, periodically conduct public and private seminars for Dun & Bradstreet Business Education Services in the areas of Credit Decision Making, Accounts Receivable Management, Collection Techniques and Strategic Planning.
As Vice President -- D&B Receivable Management Services, he was responsible for its operations and collection revenue production. D&B Receivable Management Services is the largest commercial collection agency in the United States. Before retiring from D&B Mr. Hartleb developed and implemented a plan to re-engineer its collection business to significantly reduce operating costs and better serve middle market customers.
Vice President -- Government Services, D&B Receivable Management Services. In this position he obtained the first commercial collection's contract let by the federal government, and worked with and assisted the federal government's Office of Management and Budget in the establishment of debt collection guidelines for federal agencies. In addition, he was responsible for D&B Receivable Management Services' compliance with various states and federal laws governing debt collection and licensing, and for dealings with lobbyists and various government legislatures regarding changes to or new legislation affecting debt collection.
Mr. Hartleb has extensive line management experience in operations and sales, as well as comprehensive systems and process improvement experience coupled with staff assignments at corporate headquarters.
Past Chair of the Commercial Collection Agency Section of the Commercial Law League of America (CLLA).