Description

Rapid processing of unpaid debts prevents them from turning into permanent losses. The company that organizes itself to prevent and amicably handle its late payments minimizes the financial impact and gives its customers the image of a well-managed company. This certifying cycle firstly helps the collection manager to organize his follow-up actions: reminder schedule, interaction with salespeople, handling of disputes, etc. It then helps him to carry out effective telephone follow-up actions, combining firmness and courtesy, in handling difficult situations. Finally, it allows it to handle simple disputes itself such as orders to pay and to manage the consequences of its customers' cessation of payment.

Who is this training for ?

For whom ?

Responsible for recovery. Customer accountant. Accounting assistant.

Prerequisites

Training objectives

Organize the amicable recovery of customer debts.

Provide protective clauses for amicable and contentious recovery.

Create an active dispute management circuit.

Create an active dispute management circuit. Create the credit function dashboard.

Carry out your telephone follow-up actions correctly.

Assert yourself by preserving the commercial relationship.

Know how to deal with difficult situations.

Constitute a legal recovery file.

Do it yourself orders to pay.

Training program

• Diagnose customer outstandings
  • Internal and external causes of late payment.
  • The 7 keys to up-to-date customer accounting.
  • Measuring the impact of disputes on outstanding amounts .
  • Signs of customer degradation
• Create or improve your reminder procedure
  • Segment your customers, risk classes: outstandings, level of risk, frequency of disputes, commercial dependence, ...
  • Calendar and mode and follow-up by customer segment: written, email, telephone, customer visit.
  • Strengthen cooperation with the sales force.
  • Strengthen customer relations through the handling of disputes.
  • When to block deliveries, issue formal notice?
  • Scenario Create or improve your recovery procedure
• Tools to manage customer credit
  • Use the aged balance, customer account statement, payer profile.
  • Features of customer credit software.
• The legal and financial framework
  • Impact of late payments on cash flow.
  • Choice of discount rate.
  • Exploit late payment penalties.
  • Clauses protective of the contract.
  • Quantitative and qualitative arguments for negotiating payment deadlines.
  • How to justify the payment of the deposit
• Relaunch different categories of customers
  • International payment methods and guarantees.
  • Recovering debts internationally.
  • Recovery circuit for public debts.
  • Practical advice for recovery from individuals.
• Build the credit function dashboard
  • Performance and management indicators.
  • The different methods of calculating the average payment period (DMP).
  • Recovery performance indicators: DMP, rate due, weight of disputes,...
• Remote activities
  • Practice on these projects: an e-learning module 'Assertiveness: methods and tools'; an e-learning module 'Successful telephone follow-ups'.
  • Prepare your negotiation, negotiate win-win and develop assertiveness
• Promote reminders
  • Give the image of a well-managed company.
  • Improve cash flow and financial results.
  • Strengthen collaboration with sellers.
  • Resolve disputes
• Prepare for the telephone interview
  • Define your priorities: old scale, electronic diary.
  • Develop your recovery form.
  • The different levels of recovery.
• Practice following up on the phone
  • Adjust your voice: volume, flow, intonation.
  • Structure your interview to become more efficient: the 4 Cs: contact, understand, convince, conclude.
  • Positive expressions to avoid.
  • 'Cushion' formulas to dampen directness.
  • Different questions: open, closed, neutral, leading
  • Reformulate to avoid. misunderstandings.
  • Scenario Role play, SRAM: practice questioning and reformulation, practice the 4 Cs to maintain control of the interview, react well in difficult cases
  • Control a talkative customer.
  • Respond to the aggressive or manipulative customer.
  • Avoid triggering aggression yourself and preserve the relationship: DESC.
  • Scenario Role play: DESC, aggressive client
• Negotiate a deal
  • Define your objective and your room for maneuver.
  • Request compensation for a concession?
  • Indicate the consequences of a disagreement.
  • Tristan case: negotiate an agreement.
• Use the written word as a complement
  • Use writing wisely.
  • Standard or specific letter.
  • Writing tips, terms.
  • Scenario Exercise : correct a reminder letter
• Remote activity
  • To complete an e-learning module: 'Assertiveness: know your profile'
• Prevent customer disputes
  • Essential clauses in the General Terms and Conditions to guarantee your rights: penal clause; attribution of jurisdiction; reservation of ownership.
  • Constitute proof of the debt: the golden triangle of recovery.
  • Establish a moratorium: clauses to be included. Limitation periods.
• Choose the procedure suited to each situation
  • Rules of jurisdiction of the courts.
  • Overview of the interim provision and the summons on the merits: selection criteria and stages.
  • Procedure for unpaid checks.
  • Overindebtedness of individuals.
• Carry out payment orders yourself
  • Selection criterion: non-contestable debt.
  • Steps of the procedure. Choice of court, creation of the file: purchase order and delivery, invoice, formal notice.
  • Good reflexes at each stage of the procedure
  • Implementation. situation Case of partial payment.
  • Making an order for payment on the internet
  • Evaluate the cost of an order.
  • European order for payment.
  • Reconstructing all the stages of an order for payment
• Ensure the relationship with the bailiffs
  • Can we negotiate their prices?
  • Recourse against abusive practices
• Manage a customer's failure
  • Steps, actors, effects of collective procedures on creditors.
  • Main reflexes: production of debt, request for foreclosure statement.
  • Claim for goods sold with retention of title.
  • Continuation of current contracts.
  • Require payment in advance.
  • Evaluation of acquired assets