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 Asset

• The Cost of Carrying Slow Paying Customers

• Accounts Receivable Collectability 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 Trainer: John Zimmer

John Zimmer is the principal of Receivable Training Associates. John was formerly the head of Training and Development for Dun & Bradstreet / Receivable Management Services. John's responsibilities over his 34 years with D&B / RMS included:

• The analysis, development and delivery of customized training programs for which he has trained over 600 Operations and Sales Associates at 14 locations of D&B RMS US and Canada.

• Development and delivery of customized training programs for D&B RMS Education Service customers.

• Team Leader for the RMS Collection Workstation User Interface – The D&B RMS Workstation Development Team designed the Collector Workstation User Interface.

• Analysis of the information needs and development of customized reports using SmartStream Decision SupportŪ software.

• Workflow, audit and process analysis of internal and external customers.

John’s unique approach to training involves a thorough analysis of the clients needs so that each program is individually adapted to accomplish the requirements of the client and adapted to the culture of the client organization.