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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: November 5, 2019
15 Reviews (49 ratings)Reviews
Julie Zidek-Carter
(Credit & Collections Senior Mana.. at Yelp)
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).
Anonymous
(Consultant)
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.
Anonymous
(Senior Collector)
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.
Anonymous
(AR Analyst)
The training made me understand more of the client situation and effective ways to communicate with the customers. To address their disputes/queries efficiently.
John Grande
(Collections Specialist at Yelp)
The communication with your manager portion was very useful, and contains tools that can actually be applied to communicate with anyone more effectively.
Keziah Daniels
(Debt Collector at World Fuel Services)
Good Course, easy to understand and get through. Good points on how to effectively communicate, looking forward to putting these into practice soon.
Cheryl Husmann
( at Smiling Aviation, Inc.)
This was a great reminder of the do’s and don’ts of credit collections and how to be most effective.
Scott Thompson
(Accounting/IT Director at Mercer)
There are several spelling and grammatical errors in the presentation.
The content was helpful.
Niketa Patel
(Oracle Financial Analyst at N/A)
Great class about how to deal with customers and how to collect money effectively in the real world!
Kellie Meisenheimer
(Junior Collector at Yelp)
This course offers a lot of great information but it is a little boring and not visually appealing.
Laura Reames
(Owner at Reames CPA Services)
I like what was communicated, but the slides should be simplified from lists to grouped concepts.
Ana Montano
(Jr Collector at Yelp)
It was a very helpful and informative course. Thank you for making it fun and easy to understand!
Kayla Garbison
(Account Executive at Yelp)
Love the tips and tricks! Great overview and reminder on what to do to be most effective!
Kamran Jafri
(Senior Accountant at Influitive)
Some great tips on how to deal with delinquent customers along with corresponding ethics.
Anonymous
(-)
Great course but I would have preferred if the lessons after played automatically.
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 .