Collection Management Psychology ·         The S-E-P-P Principle in Collections ·         The 10 Keys for Collections Success   ·         Establishing a Collection Strategy    Understand the Customer  ·         Using DiSC Techniques   ·   Self-awareness  ·   Investigative ·   People reading   Planning the Collection call ·         Setting Call Objectives ·         Your Telephone Voice ·         Attitude - Inflection – Pacing   The Collection Call ·         Getting by the gate keeper ·         How to get by voice mail ·         Reaching the decision maker ·         Opening the conversation ·         Controlling the call & the conversation ·         Asking open-ended questions ·         Questioning techniques to identify fluff   Collection Listening Skills ·         Listening to understand ·         Focusing on the message   Professional Portfolio Management ·         Setting account coverage objectives ·         Account coverage techniques ·         Follow-up management   Handling Objections ·         Managing communication gaffers ·         Handle excuses with finesse ·         Handling customer complaints ·         How to overcome delayed tactics

Influencing the Customer to Pay ·         Influencing Factors ·         Getting paid while maintaining Goodwill ·         Getting Commitment ·         Negotiating Techniques   Closing the Call ·         Getting Promise Payment Commitment ·         Tying down the commitment ·         Recording the call ·         Establishing Follow-ups   Collection Letters  ·         What to include ·         What to exclude ·         When to send letters   Hiring Collection Agencies ·         When to hire ·         How to hire the right one ·         How to structure the agreement ·         How to manage the relationship   Managing the Collection Stress Factors  ·         How to handle difficult customers ·         How not to take it personal ·         Managing emotions & stress ·         Avoiding energy robbers ·         Determining your desired outcome ·         Problem solving ·         Separating people from the problem ·         Improving personal productivity   Legal Issues ·         Legal rights and limitations ·         Legal aspect in collections ·         Collection laws ·         Preferential payment ·         Mutual release ·         FDCPA Compliance