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Training Professional Debt Collection Skills

Tips on Improving the Efficiency & Effectiveness of Credit Billing by Mastering Newest Billing Techniques Through Mail, Phone or Live

• Does your collection team already have effective communication skills in dealing with various billing situations? How is the technique dealing with the debtor on the phone or directly?
  
• Do you feel it is necessary to improve your team’s productivity? Reduce the amount of bad debt? Enhance collector’s ability to the maximum?
  
• In general, effective collectors must be effective negotiators. Has your team reached the level of communication and negotiation skills required for it?
  
• How efficiently is your team able to realize the full payment of all debts of the company, large or small?

One of the implications of an uncertain business situation is inadequate credit performance. Starting from the inappropriate risk management strategy, the company suffers a loss in its sales, in the form of uncollectible loans. Therefore, improved billing performance will significantly improve financial performance, and ultimately improve company performance.

What You Get After Following This Training

After participating in this training, participants are expected to be able to:

1. Formulate strategies and billing systems that should be owned for billing to be more effective.
   
2. Internalize the collector’s soul as part of customer service.
   
3. Identify customer’s personality type in billing.
   
4. Determining effective communication techniques in billing.
   
5. Effective billing by phone.
   
6. Establish a company image to make billing over the phone more effective.
   
7. Apply negotiation techniques in various billing situations.
   
8. Dealing with tough negotiators and Corporate Debtors.

Who Should be Attend this Training?

Collectors who deal directly with Billing Division customers in private companies, banking, multifinance, individual companies in Indonesia.

What to learn in Training Professional Debt Collection Skills

Session Details:

Module 01 – Principles of Collection Management

• Collection / Payment Management is the Source of Competitive Advantage, Credit Cycle.
  
• Billing Management: Causes Subscribers Failed to Pay and Identify Early Symptoms of Failure to Pay.
  
• Debtor Grouping According to: Business Intelligence & Prospects.
  
• Receivables Restructuring Process, Billing Management Strategy, Organization Billing Function: Is Your Team Composition Appropriate? Collection Account per Effective Employee.
  
• Billing Process Goals, Billing Strategies by Age & Results.
  
• Troubled Debit Settlement: Primary Billing Method, Roles & Responsibilities of a Collector / Collector, Billing Policy Practice.

Module 02 – Collection As Customer Service

• Rules of Business World: Various ‘Global Players’ Have Competed in Industry in Indonesia, Lose in Competition.
• New Rules of Competition, New Business Rules.
• Why Your Customers Stop ?, Main Advantages of Satisfied Customers.
• Why is Service Important? Correct Viewpoint of Service in billing: Impact of a complaint, things Collector can make Customer angry, Basic Principles Success in billing.
• Group Assignment / Role Play.

Module 03 – Psychological Aspects In Collection Activity

• Basic Facing Debtors: Understanding Humans, Patterns of Human Behavior, Social Dimensions, Behavioral Typology, Basic Motivation, Nature-Nature.
  
• Know / Identify Personality Type Customer Technique: Body Language.
  
• How to overcome mental block when billing.

Module 04 – Communication Styles & Practice In Collection

• Why Presentation, Usability Communication, The Most Important Factor Communication.
  
• Meet Customer Strategies, Effective Communication Guidelines: Impress, Make Comfortable, Lead.
  
• Role Play: Typology, TSP = Imitate, Alike, Lead.
  
• Why Emotions Can Be Fished ? Physical Differences Are Not Always a Sign of Emotion.
  
• Role Play 2: Emotional, Learning, Strategy Meet Customer.

Module 05 – Basic Telephone Skills In Collection

• Challenges in Telecollection, How Customer Point of View
• Advantages of Telecollection.
• Using the Phone Effectively: Tips When Calling, Telephone Call Structure, Corporate vs Individual Customer, Emphasize the Importance of Reputation, Getting Promise Pay, Addressing Complaints, Ending Talks
• Group Activity: Phone Principles

Module 06- Managing Image & Impression In Telephone

• Customer Cause for Failed to Pay,
  
• Five Senses Only a Sensor Devices, How Brain Thinks vs. Created Impression,
  
• Maximize Impressions, Empathy vs Antipathy,
  
• Basic Principles, Communicating Empathically,
  
• Billing Situations, Scripts For Each Strategy,
  
• Six Main Line Information Go to Brain, Voice Characteristic Very Determine: Sound Setting Technique, Communication Style Type.

Module 07- Negotiation Skills In Collection

• What is Negotiation?
• Negotiation Flow, Earning Point.
• Planning A Negotiation.
• Steps in the Negotiation Process: Attitudes, Ways & Communication Techniques.
• Barriers to Negotiating, Type of Negotiation, Variety of Negotiation Situations.
• Solutions to Complaints.

Module 08 – Consultative Collection Techniques

• Negotiating With a Tough Negotiator: Cooperative Strategies vs. Cooperative Customer, Defensive Strategy vs. Defensive Customer, Consultative Collection Techniques.
  
• Overcoming Difficult Customers: Difficult Customers Facing Techniques.
  
• Handling Corporate Debtors: Debtors Corporate Problematic, Facing the Debtor Retail.
  
• Role Play Scenario: Empathy.
  
• Exercise: Desk Negotiation, Four Major Solutions.

Instructor/Trainer

The Prime Consulting Team.

Duration

2 days (14 hours) Starts at 09.00 – 16.00 WIB.

Investasi

Rp. 5.000.000/participant (includes lodging accommodation).

Minimum participants (5 participants)

Training Facilities

Certificate, Training Photo, Module (Hard Copy), Flashdisk (Soft Copy), Training Kit (Bag, Jacket, Cap), Training Room at hotel (including 1x Lunch, 2x Coffe Break/day).

Marketing Line:

HP/WA: 0858-11-210875

Email:

daftar@training-consulting.co.id

Website:

www.training-consulting.co.id

Training Schedule

• Bandung, 27-28 February 2017
• Bogor, 27-28 March 2017
• Tangerang, 26-27 April 2017
• Yogyakarta,  24-25 May, 2017
• Solo, 28-29 June 2017
• Bali, 26-27 July 2017
• Jakarta, 16-17 August 2017
• Bandung, 27-28 September 2017
• Bogor, 16-17 October 2017
• Tangerang, 15-16 November 2017
• Yogyakarta, 27-28 December 2017

For another training schedule, please contact our Marketing

Other Training : http://www.training-consulting.co.id

Training Professional Debt Collection Skills

Pendahuluan :

Kiat-kiat  Meningkatkan Efisiensi & Efektivitas Penagihan Kredit dengan Menguasai Teknik Terbaru Penagihan Melalui Surat, Telepon maupun Berhadapan Langsung.

• Apakah tim collection Anda sudah memiliki kemampuan komunikasi  yang efektif dalam menghadapi berbagai situasi penagihan? Bagaimana teknik berhadapan dengan debitur di telepon maupun langsung?

• Apakah Anda merasa sangat perlu  untuk meningkatkan produktivitas tim Anda ? Mengurangi jumlah bad debt?  Meningkatkan kemampuan para kolektor secara maksimal?

• Pada umumnya kolektor yang efektif pastilah negosiator yang efektif. Sudahkah tim Anda mencapai level communication dan negotiation skills yang diperlukan untuk itu?

• Seberapa efisienkah  tim Anda mampu merealisasikan pelunasan seluruh tagihan dari semua debitur perusahaan, baik besar maupun kecil?

Salah satu implikasi situasi bisnis yang tidak menentu adalah kinerja kredit yang tidak memadai. Berawal dari inappropriate risk management strategy, perusahaan mengalami kerugian dalam penjualannya, berupa kredit yang tidak tertagih. Karenanya, perbaikan kinerja penagihan akan meningkatkan kinerja keuangan secara signifikan, dan akhirnya meningkatkan kinerja perusahaan.

Apa yang Anda Peroleh Setelah Mengikuti Training Professional Debt Collection Skills

Setelah mengikuti training ini, peserta diharapkan mampu :

1. Merumuskan strategi dan sistem penagihan yang sebaiknya dimiliki agar penagihan menjadi lebih efektif.
2. Menginternalisasikan jiwa kolektor sebagai bagian dari servis pelanggan.
3. Mengidentifikasi tipe kepribadian customer dalam penagihan.
4. Menentukan teknik komunikasi yang efektif dalam penagihan.
5. Mengefektifkan penagihan melalui telepon.
6. Membentuk citra perusahaan agar penagihan melalui telepon menjadi lebih efektif.
7. Mengaplikasikan teknik negosiasi dalam beragam situasi penagihan.
8. Berhadapan dengan negosiator yang tangguh dan Corporate Debitur.

Siapa yang Harus Ikut Training ini ?

Kolektor yang berhubungan langsung dengan pelanggan Divisi Penagihan di perusahaan swasta, perbankan, multifinance, perusahaan perorangan di Indonesia.

Apa yang dipelajari dalam Training Professional Debt Collection Skills

Detail Sesi:

Modul 01- Principles Of Collection Management

• Collection / Payment Management adalah Sumber Competitive Advantage, Siklus Kredit.
• Manajemen Penagihan: Penyebab Pelanggan Gagal Bayar dan Identifikasi Dini Gejala Gagal Bayar.
• Pengelompokan Debitur Menurut: Itikad & Prospek Usaha.
• Proses Penyehatan Piutang, Strategi Manajemen Penagihan, Organisasi Fungsi Penagihan: Apakah Komposisi Team Anda Sesuai? Collection Account per Effective Employee.
• Tujuan Proses Penagihan, Strategi Penagihan berdasarkan Umur & Hasil.
• Penyelesaian Tagihan Bermasalah: Metode Penagihan Utama, Peran & Tanggung Jawab Seorang Kolektor/Penagih, Praktek Kebijakan Penagihan.

Modul 02 – Collection As Customer Service

• Aturan Main Dunia Bisnis: Beragam ‘Pemain Global’ telah Bersaing dalam Industri di Indonesia, Kalah dalam Persaingan.
• Aturan Baru Persaingan, Aturan Baru Bisnis.
• Mengapa Pelanggan Anda Berhenti?, Keuntungan Utama Pelanggan yang Puas.
• Mengapa Service Itu Penting? Sudut Pandang yang Benar tentang Service dalam penagihan: Dampak Sebuah Keluhan, Hal yang dilakukan oleh Collector yang dapat Membuat Kesal/Marah Customer, Prinsip Dasar Kesuksesan dalam penagihan.
• Group Assignment/Role Play.

Modul 03 – Psychological Aspects In Collection Activity

• Dasar Menghadapi Debitur: Memahami Manusia, Pola Perilaku Manusia, Dimensi Sosial, Tipologi Prilaku, Motivasi Dasar, Sifat-Sifat Dasar.
• Teknik Mengenal/Mengidentifikasi Tipe Kepribadian Customer: Body Language.
• Bagaimana mengatasi mental block saat melakukan penagihan.

Modul 04 – Communication Styles & Practice In Collection

• Mengapa Presentasi, Kegunaan Komunikasi, Faktor Terpenting Komunikasi.
• Strategi Bertemu Customer, Panduan Komunikasi Efektif: Tiru, Buat Nyaman, Pimpin.
• Role Play: Tipologi, TSP= Tiru, Samakan, Pimpin.
• Mengapa Emosi Bisa Terpancing?, Perbedaan Fisik Bukan Selalu Tanda Emosi.
• Role Play 2: Emosional, Pembelajaran, Strategi Bertemu Customer.

Modul 05 – Basic Telephone Skills In Collection

• Tantangan dalam Telecollection, Bagaimana Sudut Pandang Pelanggan.
• Kelebihan dari Telecollection.
• Menggunakan Telepon Secara Efektif: Tips Kapan Menelpon, Struktur Telephone Call, Customer Perusahaan vs Individual, Tekankan Pentingnya Reputasi, Mendapatkan Janji Bayar, Mengatasi Keluhan, Mengakhiri Pembicaraan.
• Aktifitas Kelompok: Prinsip Telepon.

Modul 06- Managing Image & Impression In Telephone

• Penyebab Pelanggan Gagal Bayar,
• Panca Indera Hanyalah Alat Sensor, Bagaimana Otak Berfikir vs Kesan Tercipta,
• Maksimalkan Kesan, Empati vs Antipati,
• Prinsip Dasar, Berkomunikasi Secara Empati,
• Situasi Penagihan, Script Untuk Tiap Strategy,
• Enam Jalur Utama Informasi Masuk ke Otak, Karakteristik Suara Sangat Menentukan: Teknik Pengaturan Suara, Tipe Gaya Komunikasi.

Modul 07- Negotiation Skills In Collection

• Apakah Negosiasi Itu?
• Alur Negosiasi, Pemahaman Titik-Mula.
• Merencanakan Sebuah Negosiasi.
• Langkah-Langkah dalam Proses Negosiasi: Sikap, Cara & Teknik Komunikasi.
• Hambatan-Hambatan dalam Melakukan Negosiasi, Tipe Negosiasi, Ragam Situasi Negosiasi.
• Solusi Terhadap Keluhan.

Modul 08 – Consultative Collection Techniques

• Bernegosiasi Dengan Negosiator yang Tangguh: Cooperative Strategies vs Cooperative Customer,Defensive Strategy vs Defensive Customer, Consultative Collection Techniques.
• Mengatasi Pelanggan yang Sulit: Teknik Menghadapi Pelanggan yang Sulit.
• Menangani Corporate Debitur: Problematika Corporate Debitur, Menghadapi Retail Debitur.
• Role Play Scenario: Empathy.
• Latihan : Desk Negotiation, Empat Solusi Utama.

Instruktur/Trainer

The Prime Consulting Team.

Durasi

2 hari (efektif 14 jam) Mulai pukul 09.00 – 16.00 WIB.

Investasi

Rp. 5.000.000/peserta (termasuk akomodasi penginapan).

Minimal peserta (2-3  peserta)

Fasilitas Pelatihan

Sertifikat, Foto Pelatihan, Modul (Hard Copy), Flashdisk (Soft Copy), Training Kit (Tas, Jacket, Topi), Ruang Pelatihan di hotel berbintang (termasuk 1x Lunch, 2x Coffe Break/hari).

Hubungi Marketing:

HP/WA: 0898-9110-933 (Aziman)

Email:

daftar@training-consulting.co.id

Website:

www.training-consulting.co.id

Waktu Pelatihan

• Jakarta, 3-4 September 2018
• Bogor, 18-19 September 2018
• Bandung, 2-3 Oktober 2018
• Jakarta, 16-17 Oktober 2018
• Bogor, 30-31 Oktober 2018 
• Bandung, 6-7 November 2018
• Jakarta, 20-21 November 2018
• Bogor 4-5 Desember 2018
• Bandung, 18-19 Desember 2018

Jadwal Pelatihan lainnya, silakan hubungi marketing Kami

Pelatihan Lainnya : http://www.training-consulting.co.id