Founder member of FECMA

Advancing the credit profession

Industry Specific

Consumer collections for the Utility sector


Who is it for?

Credit controllers and team leaders who are dealing with consumers and need more advanced skills to overcome difficult and challenging non-payment situations.

What will you gain?

Learn to negotiate with confidence and reduce arrears with this interactive training day.

Practice taking and making calls and see expert trainers role play challenging situations.

Build confidence in handling difficult and challenging situations and develop new techniques to deal more effectively with customers.

What will it cover?

  • Understanding debt collection philosophy
  • What makes a good telephone collector
  • Compliance and debt collection guidance
  • Recognising types of defaulters and debtor profiling
  • Treating customers fairly
  • Being and staying assertive
  • Using influencing factors
  • Handling disputes and conflict
  • Putting the theory into practice

Training Options


Duration: One day

Delivery: At your offices

Timing: At your convenience

Tailored: Programme delivery can be tailored to meet your particular requirements

Delivery is evaluated and an analysis is provided to support CPD.

A select number of CICM training programmes can be tailored to support CICM assignments.

“ Very enjoyable course, some good tips to take on board, especially around assertiveness.”

“Very productive and worthwhile – great tutors, learned loads.“

“Thanks guys, can’t wait to get stuck back into work.”

Interested to find out more:
T: +44 (0)1780 722907