Module 1 – Rules:
Most students are not governed by F.D.C.P.A. (Fair Debt
Collection Practices Act), but they should be fully aware of it
as a useful guideline. This module covers this Act and provides
a philosophical foundation for effective collections. It covers
ethical and performance standards that focus on collecting the
money as well as managing the status of the customer; the
attitude of the customer and the reputation of your company
after the collection has been made.
Module 2 - How to be assertive - without being aggressive:
While it is important to collect the money, it is also important
not to offend the customer. Being too aggressive may produce
results that include unwanted complications. Not being assertive
enough may not produce results at all. This module teaches
students how to be assertive without being aggressive – how to
efficiently collect on accounts with techniques that even work
for the F.O.B. (Friend of the Boss). The students will learn and
practice the “Goldilocks” approach to collections “not too
tough, not too soft – but just right”.
Module 3 - The Telephone Collection Call:
Modules 3 and 4 are the heart of the PACE program because most
of our collection efforts take place on the telephone. To be
effective on the phone, the collector needs to master the phases
of:
-
Identification
-
Statement
-
Rebuttal
This section even teaches students the right things to say when
the customer agrees to pay the balance today.
Module 4 – Excuses:
The professional collector
will always be ready to effectively handle any excuse or reason
for delayed payment that a customer may offer. This module
teaches students how to quickly and simply handle both the usual
and the unusual excuses provided by customers.
Module 5 – Upset or Irate
Customer
In the consumer field, we often deal with Customers who are not
at their 'best'. They may be upset or even irate. Students will
learn a minimum of ten effective techniques that will be helpful
in this type of situation and when to use each one of them.
Module 6 - The Special Collection Voice:
Too often people in the collections business will speak to a
customer on the telephone using the same voice that they would
use if they were face to face. This can be a mistake. Students
will learn how to develop their ‘special collection voice,’
which is more compelling to the listener and ensures better
understanding.
Module 7 – Skip Tracing Techniques
A customer may have moved and
forgotten to send a change of address. Another may have
intentionally 'skipped' with the objective of never having to
pay your bill. Students will learn the most effective skip
tracing techniques used in the consumer collection field
including extensive use of the Internet.
Module 8 - Negotiating Techniques for Collections:
Professional collectors often have to negotiate the terms and of
a collection for their company. In this module, students are
taught the basics of negotiation and specific negotiating
strategies for collections. They will practice and be tested on
fifteen “special” negotiating techniques.
Module 9 – Tailor the
collection approach
The most effective method of collecting from a lawyer may not
work as well with a minister or an accountant. The best approach
for someone younger who has just finished formal education will
often be different from that of the recently retired blue-collar
worker. In this module, students learn how to successfully
profile the different types of customers they deal with and to
use the most appropriate techniques.
Module 10 – Productivity, Time
& Stress
Collections can be a difficult business at times and there is
often pressure for productivity – quantity as well as quality.
Students will learn techniques to be more productive by taking
the right actions at the right time – with less stress.
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