This CRF Collection Training and Skills Development 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:

1. Collect the money

2. Maintain a systematic follow-up

3. Get the customer to discuss the account, and

4. 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 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.

The length of the program can fit your needs from a half-day to a full day or more if necessary.

A.  The Importance of Accounts Receivable to a Company's Cash Flow

B.   Accounts Receivable are a Perishable Assets

²         The Cost of Carrying Slow Paying Customers

²         Accounts Receivable Collectibility Declines with Age

²         Examples of credit & collection policies

C.  Understanding the Slow Paying and Delinquent Customer

D.  Customers

²         Valuing Customers

²         Why Customers Stop Doing Business

²         Basics of Effective Customer Service

E.   Reminder Calls

²         Objectives

²         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

²         Common Causes of Non-Collection Situations

²         The Importance of Curing the Root Cause of a Problem Versus Addressing Symptoms

G.  Delinquency Calls

²         Objectives

²         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

²         Who Makes the Calls

²         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

²         Their Effectiveness

²         When to Use Collection Letters

²         Tips for Constructing Effective Collection Letters

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.

• 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). 

Besides the foregoing CLLA position he has also held or currently holds the following positions within the CLLA:

• Chair, Computerization and Standardization Committee

• Chair, Education Committee

• Chair, Education Committee

• Currently, he serves as Executive Director of the Commercial Collection Agency Association.  His main responsibility is the oversight of the CLLA’s commercial collection agency certification program.

Emil Hartleb, Executive Director, Commercial Collection Agency Assoc.

P.O. Box 205, Cedar Grove, NJ  07009-0205- phone: 973-239-0721  fax: 973-239-5017

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