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EFFECTIVE MANAGEMENT OF TELEPHONE CHARGES 07 | Gestão
07 | Management
Requirements
No Requirements

The major problems associated with the implementation of collections is the effective management of Treasury and risk of loss of the
customer. The collection management course prepares participants for the effective management of telephone charges to achieve the
resolution of situations of non-compliance.
Through this training you can acquire a set of skills to the level of communication and negotiation by telephone.

CONTENTS
OBJECTIVES
Module 1 - Impact on the Backwardness of the Collections
At the end of the training, all graduates will be able to - Difference between Economic and Financial Operation Operation
implement practical and effective methods of collection and - Assess Additional Sales to Cover Uncollectible
credit recovery by phone; identify and operationalize the
steps of a process of negotiation; master the techniques Module 2 - Billing Tools
of telephone communication in context of recovery; - Billing Forms
techniques of persuasion and argumentation in Receivables - The Phone as Privileged Instrument in the Recovery of Debts
Management. - The Written Communication: Email, SMS and Letter of Credit Claim
- Collection Letter Templates
- Timing of Shipments of Warning
ADDRESSEES - Advantages and Disadvantages

Professionals in the field of receivables management, Module 3 - Execution of Telephone Billing
financial and/or administrative, billing, accounting, treasury - Identification of the other Party Responsible for the Missing Payment
and commercial; controllers, credit managers and risk - Preparation and Effective Recovery Planning
managers; all the professionals that require updating, - The Analysis of Current Account
specialization or even the acquisition of specific skills in this - The Pending Documents
area. - The Preparation of the Call
- Organizing a Collection Plan

Module 4 - Negotiating Process
- Relationship Types
- Development of Assertiveness
- The Posture
- The Voice Techniques
INFORMATION - The Vocabulary to use and Avoid
Hours: 30h - Negotiation Techniques
Time: See Training Plan - Argumentation Techniques
Material Delivered: Training Support Material - The Typical Objections and Its Contradiction
Training: Attendance Required - The Draw the scenario: Recovery Objectives, Arguments and Solutions
Regime: Working Hours / Post-Working Hours - The Techniques to Reach a Compromise Payment-friendly
- How to Overcome the Barriers Posed by the Debtor
- How to Avoid Conflicts

METHODOLOGIES

Methodologies used by the trainer will be
expository, demonstrative and/or active, favouring
the latter whenever possible.

ANGOLA +244 225 400 399 | www.get-ao.com ∙ PORTUGAL +351 244 820 630 | www.get-pt.pt ∙ MOÇAMBIQUE +258 857 367 374 | www.get-mz.com 71