BETTER COLLECTION

FOR JUNIOR COLLECTORS

The Centre For Islamic Banking, Finance And Management (CIBFM) in collaboration with

qualified and experienced professional trainer—T.R. Paulsen & Associates is pleased to present

this TWO-DAY workshop on ‘Better Collections’ for Collectors and Frontliners.

Introduction

Objectives

Overview With slowing economic times, debtors are becoming tougher and tougher to part with their

money. People like to buy things, but they don’t like to pay. Collectors who are either

nexperienced or experienced but with bad habits will collect less than properly trained ones.

It’s important that every collection contact is handled well because it may be the last contact

you have with that customer before he or she becomes uncontactable. Collectors need to

be able to collect maximum, quickly, while speaking politely. If not, they will collect less money

and more broken promises. Collectors need many ideas and techniques to motivate them to

succeed in this difficult, stressful job.

Learn new techniques to get people to do

something they don’t want to do: PAY!

State the primary role of a Collector

Practice the 6 steps of a collection call in

English & Malay

Practice the steps to tackle broken promises

Use time-saving scripts

Handle common customer excuses quickly

and confidently

Contac t cu s tomer s w i th more

confidence and professionalism

Diffuse upset customers using the A.U.S.E.

method

Methodology

Participant-led approach to

sharing of key concepts

Role plays for practice of skills

application

Group work and activities

Recorded or ‘live’ calling will also

be done

Trainer Profile

Module 1: Creativity & Attitude in Collections

A) The primary role of a collector

B) Using creativity in collections

C) Skills vs. Attitude

D) Coyle’s 5-Collector Commandments. My attitude

before I collect

Module 2: Handling Debtors

A) Handling payment excuses using an easy 3-step

formula

B) Tackling different debtor types.

E.g. VIPs, Abusives, Know-It Alls,etc.

A) Using bridging statements to calm angry

customers

B) Calming angry customers using A.U.S.E

C) Getting R.F.D.’s (reason-for-defaults)

Module 3: Asking for the Money

A) Using the 12 Most Powerful Words on the

English Language to persuade the people to

pay

B) Following the 6-steps of a collection call (The

Pyramid) to collect maximum, now, while

keeping the debtor content. You will use both

English and Malay

C) Reducing broken promises

Steve Coyle founded Service Winners in 2003. The company focuses on Credit / Collections training.

Originally from Seattle, Steve has lived in Malaysia since 1995. Prior to Service Winners he worked in

Customer Service- Collections and Human Resources at Maxis Mobile. He is a Maxis Pioneer.

In the U.S., Steve worked at Verizon Wireless and in the banking industry with C.I.T. Equipment Financing,

Inc. He has experience in handling both consumer and commercial accounts. He has worked in both call

centres and banking (hire/purchase) environments. His experience in both the West and Malaysia allows him

to share best practices. His Malaysian banking clients include: CIMB, Maybank, Bank Islam, AmBank, Hong

Leong, and others.

He is the author of ‘Debt Collections: Stir-Fried or Deep-Fried?’ (available on Amazon and

www.servicewinners.com). He also writes for local and Western financial, training, and call centre

magazines. He frequently speaks at collections and accounting conferences.

He has an M.B.A. from Gonzaga University (U.S.) and a Masters in Instructional Technology from Universiti

Malaya. He is a Certified Credit Executive from the National Association of Credit Management (USA) and

a Certified Financial Collection Professional (Canada). He is a member of the Association of Credit

Management Malaysia.

refreshments and certificate of attendance (for full participation).

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Centre For Islamic Banking, Finance And Management (CIBFM) is the learning

arm under Autoriti Monetari Brunei Darussalam (AMBD). Established in 2010

as the Centre of Excellence for Brunei Darussalam’s finance industry. CIBFM

is accredited by Brunei Darussalam National Accreditation Council (BDNAC) as

a Training Institution in the field of Banking, Finance and Management; and

all its training programmes are recognised as Value Added Qualifications.

In addition to providing executive education, CIBFM also organizes high profile

and international events in partnership with renowned institutions.

About CIBFM