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In this course, we examine and explore the ways in which the credit and collections team communicates with customers, with salespeople, with senior management and with co-workers in other departments. We examine communication strategies in general as well as:

  • Effective debt collection strategies
  • More successful ways to interact with salespeople
  • How to manage disagreements with your customers
  • How emails can and should be used, and recognize the ways that emails should not be used in credit and collections.
  • Effective and ineffective use of emails in credit and collections
Learning Objectives
  • Identify better ways of communicating with customers, and with the sales department
  • Identify new tools and methods for engaging with customers to quickly collect delinquent debts
  • Explore how to improve communications between the credit department and senior management
  • Explore how to learn ways in which emails can and should be used--- and the ways that emails should not be used in credit and collections.
Last updated/reviewed: August 20, 2023
20 Reviews (70 ratings)

Reviews

5
Member's Profile
I really liked the best practices especially the part about not starting a conversation apologizing for bothering them. I also agree that you need to take the emotion out of the call and be as professional as you can even if the other side is not. Additionally, having the mindset of its not always about winning the battle but about winning the war (building long term trust and long term value).
3
Anonymous Author
Overall, good content. It would help to reorganize the content and make sure the same topics are discussed together. The instructor jumped back and forth between topics a couple of times. It would also help if the slides provided in the supporting materials section are updated. Many of the slides in the pdf file do not correspond to the video version.
2
Anonymous Author
Content was fine, testing questions were: 1. Not asked clearly 2. Dunning notices were nowhere in the notes. 3. Couldn't figure out which answers were incorrect to know how to improve on subsequent attempts.
5
Member's Profile
Anyone who is in the debt collecting business would benefit from this. This course was excellent in helping me learn how to effectively communicate with my manager and customers.
5
Anonymous Author
This was a great course. It really gave me an insight about how to speak and approach a customer. I will definitely use these tips when calling clients to remit payment.
4
Anonymous Author
The training made me understand more of the client situation and effective ways to communicate with the customers. To address their disputes/queries efficiently.
5
Member's Profile
The communication with your manager portion was very useful, and contains tools that can actually be applied to communicate with anyone more effectively.
4
Member's Profile
Good Course, easy to understand and get through. Good points on how to effectively communicate, looking forward to putting these into practice soon.
5
Member's Profile
This was a great reminder of the do’s and don’ts of credit collections and how to be most effective.
3
Member's Profile
There are several spelling and grammatical errors in the presentation. The content was helpful.
5
Member's Profile
Great class about how to deal with customers and how to collect money effectively in the real world!
4
Member's Profile
This course offers a lot of great information but it is a little boring and not visually appealing.
4
Member's Profile
I like what was communicated, but the slides should be simplified from lists to grouped concepts.
5
Member's Profile
It was a very helpful and informative course. Thank you for making it fun and easy to understand!
5
Member's Profile
Love the tips and tricks! Great overview and reminder on what to do to be most effective!
5
Member's Profile
Some great tips on how to deal with delinquent customers along with corresponding ethics.
5
Anonymous Author
Great course but I would have preferred if the lessons after played automatically.
3
Anonymous Author
Helpful and insightful ways to better communicate within the roll
5
Anonymous Author
Very useful course and very well explained, good examples given.
5
Member's Profile
Good course, to understand as a collection specialist.
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Prerequisites
Course Complexity: Intermediate

No advanced preparation or prerequisites are required for this course.

Education Provider Information
Company: Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
Contact: For more information regarding this course, including complaint and cancellation policies, please contact our offices at (408) 400- 3993 or send an e-mail to .
Instructor for this course
  Course Overview CPE
Course Syllabus
INTRODUCTION AND OVERVIEW
  Introduction to Effective Communication in Credit and Collections2:35
Communication in Credit and Collections
  How to Communicate with Custumers5:38
  Do's and Don'ts in Discussions with Debtors9:38
  Discussing Payment Proposals8:23
  How to Communicate with Angry Customers7:10
CONCLUSION
  How to Communicate with Your Manager10:22
CONTINUOUS PLAY
  Effective Communication in Credit and Collections:What You Don’t Know Can Hurt You! 43:46
SUPPORTING MATERIALS
  Slides: Effective Communication in Credit and Collections: What You Don’t Know Can Hurt You!PDF
  Effective Communication in Credit and Collections: What You Don’t Know Can Hurt You! Glossary/IndexPDF
REVIEW AND TEST
  Review Questionsquiz
 Final Examexam