7 Steps to an Effective Collections Call: Get Paid, Keep Customers

Duration: 60 minutes

Overseeing collections efforts is a tricky business. You want your people to be assertive and firm, but you don’t want to risk pushing customers too far. It’s a balancing act of getting the money you’re owed without jeopardizing future business.

So what’s the secret to making your collections efforts effective, compliant with the law and customer-friendly? Whether you have a dedicated collections team or count on A/R to handle this critical function, you need to know how the best get it done.

This idea-packed program, featuring internationally recognized collections expert Bob Tharnish of ABC/Amega Inc., will give you practical strategies to collect more outstanding payments, faster. Bob will walk through what works and what doesn’t, regardless of the size of your team or the type of your business.

LEARNING OBJECTIVES

Topics covered in this webinar include:

How to develop an effective “telephone personality” that customers respect
What you must do before picking up the phone to make a collections call
How “listening between the lines” can improve your collections efforts
The seven fundamental steps of collections calling … and why they work
Telephone “do’s & don’ts” that can make or break your collections program
How to respond to the most commonly used objections with confidence
Essential steps to developing the right approach for each collections call
Four creative strategies that get even the most stubborn customers to act

ABOUT THE SPEAKER

Senior Vice President, Quality Assurance & Attorney Network Services, Bob Tharnish is in charge of ABC-Amega’s International Collection Department and is responsible for improving delivery systems, work procedures, and interdepartmental communications. During his career with ABC-Amega he has conducted numerous informational sessions for clients and industry trade groups on a wide range of collection related topics, including speaking for the British government during a countrywide tour sponsored by Britain’s Department of Trade and Industry. Mr. Tharnish is also a member of the Commercial Collection Agency Association (CCAA) of the Commercial Law League of America (CLLA), and is currently serving in his third term on that organization’s Executive Council.

Certification

This program has been approved for 1.0 recertification credit hour through the HR Certification Institute (HRCI) & Society for Human Resource Management (SHRM).

$217.00
Price per connection

What You Get With Each Option

Live Only

Participation in the live upcoming webinar

Recording Only

Full MP4 recording of webinar, including Q&A. Choose digital download or CD-ROM by mail.

Live + Recording

Participation in the live webinar + Full MP4 Recording. For recording, choose digital download or CD-ROM by mail.

Event Value Pack

Participation in the live webinar + Full MP4 Recording + Audio-only MP3 recording. For recordings, choose digital download or CD-ROM by mail.

What You Get With Each Option

Live Only

Participation in the live upcoming webinar

Recording Only

Full MP4 recording of webinar, including Q&A. Choose digital download or CD-ROM by mail.

Live + Recording

Participation in the live webinar + Full MP4 Recording. For recording, choose digital download or CD-ROM by mail.

Event Value Pack

Participation in the live webinar + Full MP4 Recording + Audio-only MP3 recording. For recordings, choose digital download or CD-ROM by mail.

About Webinar Connections

Each purchase is for ONE computer to access the session.
A group may participate in a room together as long as only 1 computer is logged in.
If you need more than one computer to access the webinar, please call customer service at 888-479-2777.
A charge will apply for each connection.

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