Founder member of FECMA

Advancing the credit profession

Industry Specific

Understanding Collections in the Water Industry


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 water industry collection philosophy
  •  Compliance and best practice when collecting water debt
  •  Recognising typical types of defaulters
  •  Spotting and dealing with vulnerability
  • How water customers prioritise their debts
  • Telephone collecting – an outbound call structure
  • Inter-personal skills for telephone collections
  • Treating people fairly when collecting water debts
  • Call monitoring
  • Negotiations in collections
  • Dealing with queries and disputes
  • Being and staying assertive when talking with customers
  • Using influencing factors when collecting arrears
  • The legal consequence of non-payment
  • Handling difficult calls
  • Collection tips – over the telephone

Training Options


Duration: One day

Delivery: At your offices

Timing: At your convenience

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

Recommended next courses:

Financial Analysis


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.


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