Instructor for this course

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: October 11, 2018

9 Reviews (38 ratings)Reviews

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.
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.
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.
Member's Profile
There are several spelling and grammatical errors in the presentation. The content was helpful.
Member's Profile
Great class about how to deal with customers and how to collect money effectively in the real world!
Member's Profile
I like what was communicated, but the slides should be simplified from lists to grouped concepts.
Member's Profile
Love the tips and tricks! Great overview and reminder on what to do to be most effective!
Member's Profile
Some great tips on how to deal with delinquent customers along with corresponding ethics.
Anonymous Author
Great course but I would have preferred if the lessons after played automatically.


Course Complexity: Intermediate

No advanced preparation or prerequisites are required for this course.

Education Provider Information

Illumeo, Inc., 75 East Santa Clara St., Suite 1215, San Jose, CA 95113
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 .
Course Syllabus
  2:35Introduction to Effective Communication in Credit and Collections
Communication in Credit and Collections
  5:38How to Communicate with Custumers
  9:38Do's and Don'ts in Discussions with Debtors
  8:23Discussing Payment Proposals
  7:10How to Communicate with Angry Customers
  10:22How to Communicate with Your Manager
  43:46Effective Communication in Credit and Collections:What You Don’t Know Can Hurt You!
  PDFSlides: Effective Communication in Credit and Collections: What You Don’t Know Can Hurt You!
  PDFEffective Communication in Credit and Collections: What You Don’t Know Can Hurt You! Glossary/Index
  quizReview Questions
 examFinal Exam