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Effective Ways in Cl hem BL
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Collecting Hard Core Debts le

Facilitated by
Mr. Ruban Thomas
Senior Consultant

DORSETT REGENCY HOTEL, Kuala

Lumpur
20-21 July 2009

A workshop not to be missed !

Debt collection is a tricky problem, and you have no doubt
faced it. In your normal business dealings, you have probably
encountered customers who innocently do not pay when they
are supposed to.
Clearly, aggressive collection on such customers will unneces-
sarily create ill will. In fact, the typical customer will be embar-
rassed over not making the required payment on time. Then,
there is the other customer—the one who deliberately avoids
or delays payment. This customer can ruin your business.
Somehow, you must distinguish between the two, and you
must resolve the debts.
In this course, you’ll see how to do that. And, you’ll learn
proven techniques to turn a late-paying customer into a loyal
Who should attend
Course Objectives
♦ Understand why debts occur and be able to
evaluate your debtors for collectability.
♦ Employ simple strategies to collect out-
standing debts while avoiding common col-
lection mistakes that cost you business.
♦ Able to convert a debtor customer into a faith-
ful, profitable customer.
♦ Improve your income and protect your busi-
ness from failure.
♦ Reduce your stress and enjoy a fuller, more
productive life
♦ Understanding the definition and differentia-
tion in between debt and hard core debt.
♦
Mastering in collecting hard core debts

Collection executives, Banking and Financial executives,

Collection managers and those who are progressing into
a Collection management role or who have limited experi-
ence in debt collecting activity

Organized by

TACH Solution
www.tachsolution.com

info@tachsolution.com
+603 6207 5469 (tel)
+603 6207 5470 (fax)
 EFFECTIVE WAYS IN COLLECTING HARD CORE DEBTS : Course Content

♦ The definition of hard core debts
♦ Why hard core debts exists? Analysis of custom-
ers behaviors
♦ Winning approach to telephone collections
♦ Your voice— helps the participants to understand
the importance of using positive collection tech-
niques and strong interpersonal skills. Learn and
practice aspects of voice quality, including inflec-
tion and pacing.
♦ Listening skills—Teaches how to improve listen-
ing skills. Focuses on learning what to listen for,
recognizing communication styles and identifying
habitual customer responses. Provides tips on
how to avoid and overcome negative ‘self-talk’
♦ Communication Gaffes—explains how to deter-
mine what a customer is really saying under con-
ditions of stress. Offers suggestions on when
and how to challenge customer generalizations
and assumptions
♦ The emotional side—trains the participants to
deal with customers in a variety of emotional
states and to guide them toward a state in which
they are most likely to pay. Shows how to save
one’s own ‘emotional side’ in the face of angry
and abusive clients 
♦ Vital techniques for collection agents to increase debt
recovery
♦ Pre-call planning and the opening statement—
stresses the basic steps of the collection call.
Teaches a process that prepares the collector for the
call. Review how to make an effective opening state-
ment and get through to the right person
♦ Asking Questions with precision and transition to
payment arrangement—explains how to ask ques-
tions that get specific information and encourages
desired behavior. Addresses the ‘how to’ for present-
ing to the customer the specific payment arrange-
ment in a way that gains acceptance.
♦ Handling Objections and Closing the Call—Teaches
the participants to handle customer objections and
gain agreement on a specific payment arrangement.
Includes the elements that must be covered in clos-
ing the call.
♦ Introducing the TPS technique—Third Party Search-
ing—teaches the participants to overcome the prob-
lem of untraceable debtors by using this techniques.
♦ All activities will come with theory-sharing, exam-
ples and case studies and also role-plays to en-
hance participants knowledge.

LEARNING APPROACH BALANCED PRACTICAL / THEORY SOLUTION-ORIENTED

Case studies, small group exercises, small 40% of expert inputs + 60% of practical facilitation Based on hands-on experience from trainer,
group discussions, consultative sessions group exercises to increase the effectiveness of participants will be able to implement concepts
hands-on experience

The Expert - Mr. Ruban Thomas

Ruban Thomas is a Business Development Manager and Corporate Trainer. He holds

ON-SITE COURSES SAVE
TIME AND MONEY
TACH Solution can offer many of our
courses, including this as your in-house
program:
♦ At a location of your choice
♦ At your convenience
♦ At reduced per-person cost
♦ Tailored to your needs
MBA qualification from USA and a Diploma in Technology Management from University
Of Technology Malaysia. He is also a Member In International Marketing of Malaysia
(IMM).
In addition on this, he also has been honored by the Human Resources Ministry of Ma-
laysia as a certified “PSMB Trainer”. He has a unique blend of Credit Collection and
financial consultation experience. He has held more than 8 years of experience
in managing credit collection for large multinational organizations. In his tenure as Col-
lection Manager, he received several of awards and recognition for managing hard core
debts effectively and successfully.Ruban has extensive experience in consulting and
training, with clients in a wide range of professional service and Financial Instituition.

To inquire about courses that we can
bring to your site, including optimal
group size and costs, please drop us an
email at: info@tachsolution.com
Or call us at 03 6207 5469
His article on Debt Management also been published in "Personal Money" in the edition
of February 2009
He has been frequently invited to speak in conferences and conduct presentation
in which his participation in these occasions has been warmly received; his programs,
given excellent reviews and ratings. His unique approach using acronyms
to enhance maximum absorption of knowledge in his talks has earned him great
commendation.

The impact of his lively training and ideas has generated greater energy and direction
towards the challenge of excellence. His mission is to bring Asian from
good to great through easy to understand and practical approaches
 Effective Ways in Collecting Hard Core Debts
Dorsett Regency Hotel, Kuala Lumpur, Malaysia
20-21 July 2009
RB
www.tachsolution.com

Please complete the following and fax it back to (603) 6207 5470

A. Workshop Investment
RM 1288 per delegate (Normal fee) ACT NOW !!
RM 1188 per delegate (Registered before 25 June 2009)

Group Registration • TACH Solution Certificate of Completion will be

awarded to participants successfully completing the
3 or more at 5% off
course
5 or more at 7% off • HRDF SBL Scheme Claimable
8 or more at 10% off

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Room reservation can be made by delegate directly with the hotel. To enjoy privileged
TACH Solution
room rates, please contact Dorsett Regency Hotel and state that you’re attending an
C-02-05 Prima Duta
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12 Jalan Dutamas Raya
Dorsett Regency Hotel, Kuala Lumpur
51200 Kuala Lumpur
Tel (603) 2715 1000
MALAYSIA
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Contact us at : info@tachsolution.com (email) | 03 6207 5469 (Tel) | 03 6207 5470 (Fax) |