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with George Goh |
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| Date: |
 18 May 2011 |
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| Duration: |
1 day, 9:00am – 5:30pm |
| Fee: |
S$330 |
| Venue: |
TBA |
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- Fees are subjected to prevailing GST of 7%
- Includes course materials, light refreshments
and lunch
For more information, please contact LearningDB.com at 6861 1000 or email to learning@jobsdb.com.sg |
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Payment
must be made before the commencement of the workshop.
No cancellation is allowed 7 days prior to workshop.
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In this workshop,
participants will be provided with practical and
real-life cases to analyse, discuss, formulate
strategies and to work out feasible solutions
in groups. The practical exercises in this workshop
will allow participants to gain thorough and firm
grasp of all the crucial issues, tools and techniques
involved in debt
collection through the telephone.
This course is structured to be
PRACTICAL, INTENSIVE and RELEVANT to your everyday
situations. This is made possible by a Workshop
Leader who is a practitioner with more than 20
years of experience in this area.
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1. The Telephone As A Collection Tool
- Impact and Effectiveness of Telephone Collection
- Limitations of the Method
2. Laying the Groundwork to Make Telephone Collection Effective
- Pre-call Preparation
- Routine vs "Overdue" Calls
- Effective Words to Open the Door
- Effective Methods to Reach the Decision Maker
- Methods to Start a Telephone Conversation
- The Dialogue
- The Tone of the Voice
- Ways of Developing Tact
- Methods in Getting the Commitment to Pay
3. Handling the Problematic Debtors
- The Art of Getting Your Call Through to the Right Person
- Controlling the Situation
- Listening to What Debtors Have to Say
- Language of the Trade
- Negotiating for Payment
- Incentives for Payment
4. Overcoming Objections and Excuses
- "Statement Not Received"
- "Inaccurate Statement"
- "It's in the Mail"
- "Signatories are Away"
- "Goods are Defective"
5. Telephone Collection Workshop
- Planning Your Strategy to Get Results
- Making Routine Calls
- When to Show Debtors You Mean Business
- Using the Language of the Trade
- Practical Session
6. The Telephone Call in Relation to Other Collection Instruments
- Letters and Reminders
- Fax and Telex
- Collection Agency
- Legal Alternative
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George Goh
Mr George Goh has more than 20 years of
practical experience in the areas of credit
management, debt collection and credit insurance.
He has worked with various organizations including Concorde
Hotel (Formerly known as Le Meridien Hotel) , Transnational
Group of Companies, Vikay Industrial and Dun & Bradstreet,
to name but a few.
His previous career also includes employment with Credit Information
and Debt Collection Agencies who provide credit reports, debt
collection services like legal pursuits to recover debts all over the
world.
His professional experience in credit management expands even into the
area of credit insurance coverage for companies to insure their most
valuable current assets – trade receivables.
George has served for 15 years on the Board of Management of the
Singapore Association of Credit Management (MSACM). Formerly the
Association’s Hon. Secretary and Hon. Treasurer, he is now the
Association’s Membership Chairman and an active member of the Council.
A very hands-on, practical trainer, George
has conducted numerous credit
and collection seminars in the South-east Asian
region and has won tremendous respect from past seminar
participants for his knowledge and experience on the
subject.
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"This seminar is highly recommended
for people who are involved in debt collection. It has
given me confidence to approach companies in a professional
manner. I have applied what I learnt from the seminar
and it works!"
Pauline Chua
Administration
Manager, Newmarket International, Inc
"The seminar is informative. It gave
me exposure to credit bureaus that exist in some countries,
for instance, in the US. It would be very helpful indeed
if we have similar "watchdog" bodies here for specific
industries. This would help prevent business bad debts
to some extent. The seminar also offers good guidelines
on how to handle different types of clients for debt
collection. Overall, the seminar is good."
Jimmy Kuah
Asst. Product
Marketing Manager, Hsin Semiconductor Pte Ltd
"This seminar is useful. I'm able
to apply what was taught in the seminar in my work.
It's been really helpful."
Sim Kim Heok
Admin Assistant, Singapore Information Services Pte Ltd
"The seminar
provides useful knowledge on legal proceedings to recover
debts. We learned the importance of diligent follow-up
as it would determine how fast we recover our debts."
Teo Hwee Hwee
Assistant Manager (Credit Control), Ecolab Pte Ltd
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Collecting debts is an ESSENTIAL part
of any organisation's existence. All personnel who are
involved in debt collecting - Accounts Receivables Executives,
Internal
Audit Executives, Credit
Officers / Executives,
Sales
& Marketing
Personnel - must be trained to assess the chance
of recovery within the first few minutes into the conversation
with the debtor. More importantly, to preserve a good
business relationship, they must know by heart the diplomacy,
tact and psychological concepts.
Legal action is often the last resort as it is not only costly but also time consuming. It may also not be a good solution if a long-term business relationship is desired.
This is therefore a very practical and highly valuable program that is aimed at imparting skills to help companies minimize bad debts, improve cashflow and profits through the use of a simple collection tool - TELEPHONE.
In just 1 day, our experienced Workshop Leader will GUARANTEE you the results you want!
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