Best Practice Approach to Collections

Break down each stage of the debt collection process and your experienced trainer will help you apply tried and tested techniques to each stage, building the tools and confidence to succeed in your collection work.

What you will gain from this training course:

  • Practical collection skills
  • Improved collection rates
  • Better customer satisfaction
  • Greater confidence in your work


Who this training course is for:

This training is suitable for those in a debt collections role. It provides a workable framework to anyone relatively new to the job and offers a refreshing review of approach to seasoned collectors who want to revive their skills.


What this training course session will cover:

Using each of the seven stages of cash collection, the session will cover:


  • Preparation – Planning your approach based on environment and objectives.
  • Contact – Making customer profiling work for you.
  • Opening Statement – Exploiting the power of your approach.
  • Negotiation Tools – Apply tools to maximise the effectiveness of your work.
  • Securing the Deal – How to move from negotiation to closure.
  • Closing the deal – Effective and positive approaches
  • Follow up – Maximising the effectiveness of the previous contact.


This training session is aligned to the following CICM Professional Standards:

BS 3 Know your customer/client

BS 4 Financial and data interpretation

PS 1 Communication and relationship-building

PS 2 Problem-solving and decision-making

PS 3 Support and influencing

B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical