Wall Street Office Address:
30 Wall Street
8th Floor
New York, NY 10005-2205

Telephone: 212-709-8026
Fax: 212-943-2300


8362 Pines Blvd.
Suite 289
Pembroke Pines, FL 33024

Telephone: 954-731-6340
Fax: 954-731-6606

Manual 222

  • The Most Comprehensive and Simplified Debt Collection Self- Study    Training Manuals
  • Over 110 Multiple-Choice Quizzes
  • The Ideal Reference Manual for: Training Departments,  Libraries,and    Debt Collection Departments
  • The Only Debt Collection Self-Study Manual of Its Kind
  • Step-by-Step Debt Collection Procedures

• The Economics of Debt Collecting
• What Credit Does For Consumers
• The Advantage of Telephone Collections
• Effective Telephone Use During Collection
• The Typical Collection Call: Planning Your First Collection Call on an Account
• The Steps Of The Collection Call
• Outline of the Collection Call
• The Do’s of a Successful Telephone Contact
• How to Prepare Yourself for the Actual Collections Call
• How To Make Successful Telephone Contacts with Debtors
• The Impact Of The Initial Telephone Contact
• How To Take Control Of The Telephone Conversation
• How to Confirm Certain Key Items of Information
• How To Complete The Body Of A Collection Call
• How to Close A Collection Call
• How To Close The Call On A Positive Note
• Making Arrangements for Payment
• How To Add Urgency And Impact To Your Telephone Demands
• How To Effectively Use The Telephone As A Reminder
• The Don’ts Of A Telephone Contact
• The Profiles Of An Effective Negotiator
• How To Prepare For Negotiation As A Collector
• Collector’s Job Description
• Collectors’ Professional And Corporate Responsibilities
• Some Key Points For Becoming A Successful Collector
• The Effectiveness Of Collecting Face To Face
• The Effectiveness Of Using The Joint Approach
• Pre-Call Planning of A Collection Call
• Characteristics Of The Various Types of Debtors
• The Many Faces And Categories Of A Debtor
• Understanding The Various Types Of Debtors
• How To Deal With “The Account Has Been Paid” Excuse?
• Some Fundamental Elements Essential to A Well-Formed Collection Goal
• What Is “Prime Time” To Contact Debtors?
• Some Effective Ways Of Asking For Payment
• When To Be Flexible With Debtors
• How to Make Effective Partial Payment Arrangements
• How to Handle Objections While Closing a Call
• The Emotional Side of the Collection Call
• The Seven Step Process To Successful Collection Dialogue
• Some Reasons Why Debtors Avoid Communicating
• Why Collectors Should Match The Debtor’s Voice Processes
• Action Words That will Achieve Effective Collection Results
• Why Effective Listening Is Important In Collections
• The Effects of Silence As An Effective Collection Technique
• How To Develop Fact Finding Questions During Collection
• Why Tone Of Voice Is Critical In Collections
• Collectors Must Always Avoid Verbal Conflicts
• Procedures To Calm Debtors
• How to Distinguish Between a Reason and an Excuse
• Basic Customer Service Techniques
• Collectors Must Understand Customer’s Dissatisfaction
• Why Collectors Must Listen to Customer Complaints
• How To Close Your Communication with Considerate Customer Care and Goodwill
• The Relevance of Purchase Orders to Collection
• The Relevance of Debit Notes to Collection
• The Relevance of Credit Notes to Collection
• Effective Customer Service Techniques
• How to Develop Effective Sales Strategies
• How Collectors Can Be Customer Service Focused
• The Essence of Sales
• Seven Main Reasons To Start Skip-tracing
• Skip-tracing Methods and Procedures
• Factors Used To Locate Debtors
• What Happens While A Bill Is Being Disputed?
• Communicating With Debtors by Mail