Debt Collection Management: Get Paid On Time EVERY TIME!

Don't let unpaid invoices drag your business down. Get paid on time without sacrificing your clients relationships.
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Instructed by James Cooke Business / Finance
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  • Lectures 38
  • Length 3 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
    30 day money back guarantee!
    Available on iOS and Android
    Certificate of Completion
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About This Course

Published 1/2015 English

Course Description

If your business is struggling to keep its head above water because of unpaid invoices that are owed to you, then this course is just for you!

This course has been designed for ANY small to medium sized business owner, executive, manager or supervisor that wants to learn how to:

  • Increase their cash flow
  • Reducing bad & doubtful debt
  • Enhance, nurture & protect their client relationships
  • Communicate more effectively with internal & external stake holders

I will be teaching you the tips, tricks & strategies that I have used in helping many multi million dollar business turn around their business from 'debt collection' hell into 'cash flow' heaven!

This comprehensive course will also cover:

  • Complaint handling & resolution techniques
  • Understanding client & debtor personality types for great success
  • Establishing meaningful Key Performance Indicators for your staff


Money Back Guarantee

This course comes with a 30 day money back guarantee if you are not completely satisfied.

Life Time & Personal Access

Subscribers to this course will always have life time access, plus:

  • FREE updates
  • Personal access to me, I'll be on hand to help you with any questions you may have or if you need that little bit of extra help.

What are the requirements?

  • This course is focused on 'small to medium' sized business owners & those at a management / supervisory level
  • Students should have a clear understanding of the business
  • Basic / intermediate Excel skills
  • PDF Reader
  • It would be beneficial to students taking this course to have some exposure (at any level) to the following business areas:
  • Finance
  • Operations
  • Sales / Account Management
  • Staff management & leadership

What am I going to get from this course?

  • Increase your businesses 'Cash Flow' & reduce 'Bad Debt'
  • Connect & educate your clients / debtors for better cash collection results
  • Supporting & enhancing your internal & external business relationships for greater success
  • Examine, understand & succeeding with different debtor personality traits
  • Improve complaint handling within your business
  • Identify, measure and control staff performance

What is the target audience?

  • This course is designed on helping you & your business increase its 'cash flow', reducing bad debt & creating the framework for better internal & external communication. This course is suitable for anyone in the following business areas:
  • Business Owners
  • Business Executives
  • Finance Executives
  • Operations Executives
  • Customer Service Management
  • Sales Management
  • Administration & Operations Management
  • Finance Managers / Financial Controllers

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.

Curriculum

Section 1: Course Introduction
02:18

This lecture will explain what I will be covering but also more importantly what I won't be covering. This is especially pertinent to the legal aspects regarding the collection of debt either internally as a business or if you happen to get into the position where a 3rd party may need to become involved. It is therefore critical that you understand that nothing contained in this course should be construed nor implied as legal advice and you should always seek independent legal advice.

Section 2: The Debt Management Strategy Road Map
04:53

In this lecture I will be explaining why businesses struggle with the concept of collecting their own outstanding debts.

04:48

In this lecture I'll explain why cash will always remain to be king as well start introducing you to some simple questioning methods that you can ask yourself in about your business and how that will impact your debt management strategy.

02:25

At the end of this lecture you should have a clear understanding on what you want to achieve as a 'end objective'. For example, better:

  • Debt management skills
  • Increased collections
  • Internal & external communication

If you need any advice or how to approach this effectively, please don't hesitate to open a discussion item and I'll be happy to give you some personalised advice.

Section 3: Debtors
10:31

A common assumption for business to make is that a 'debt' is just a debt and a 'debtor' is just a debtor. Here I will be explaining why is a dangerous assumption to make. No debt or debtor are the same and should never be treated as such.

10:19

In part 1 of 3 we will be looking at how a business could get into a scenario where insufficient care & attention has been given to the collection of their outstanding invoices. We will be looking at the following aspects:

  • Acknowledging that there is a problem
  • How a business could get into this situation
08:01

In part 2 of 3 our focus will be on:

  • Avoiding the common business pitfalls
  • The lack of tools available to deal with these situations
  • Lack of knowledge and staff training
  • Lack of strategy
07:57

In part 3 of 3 we will wrap up this series by looking at:

  • Dealing with non-paying customers
  • Utilising internal relationships from other areas of the business
  • Tips on risk mitigation & debt exposure
  • Putting place management plans to prevent the same situation happening again.
04:48

One of the greatest tools in your arsenal of weapons to help minimise outstanding bad debt, is the ability to negotiate with your debtors. I'll show you in this lecture the tips and strategies that you can use to become a great negotiator & communicator to extract payment from your debtors.

05:02

One of the most frustrating situations for a business that is owed money is the realisation that the business or person you are chasing has left their current address. So here are some great 'tricks of the trade' to help you track down those missing debtors!

Section 4: Debtor Personality Types - Identify, Adapt & Succeed!
04:52

This lecture is a introduction to this section and how you and your staff can quickly identify the common & typical personality types and how to the skills you'll learn will help you overcome any obstacles that might have previously stumped you.

03:53

An aggressive or verbally hostile client / debtor can be intimidating to deal with. I'll show you in this lecture how we disarm this type of debtor & how to reason with them.

02:05

Clients / Debtors that have an 'agenda' can some across as sneaky & underhanded - They might appear friendly but they are ready to take well aimed shots at you if you're not prepared! I'll show you in this lecture how we deal professionally with this personality type.

02:13

Have you ever come across a client / debtor where the conversation starts off pleasant and friendly then out of nowhere BOOM explodes into a full blow RAGE? Here are the tips you need to disarm and maintain control.

03:03

The whinger or complainer type of personality can be tiresome. It's never their fault, always someone else's - strong views and assumptions about you, your staff or your business can make them very difficult to deal with. These are the tips you can use to communicate with them.

04:15

They will say YES to anything you say - promise the earth but never deliver and always break their promises to you. I'll show you some great ways to help keep their payment promises to you.

02:34

Silent, they don't say a word. Long breaks between conversations, long uncomfortable silences can be frustrating & sometimes daunting. It maybe quick to assume that they are extremely angry but are they really? If you have a client / debtor with this personality type, never assume the worse. they need help to open up & explain their situation. So it's down to you to make sure that some extra care & attention is used on them. Here are some great tips to help you.

03:58

One of the most difficult types of people that you might come across. When communicating with someone like this, it's 'all hands on deck' if you make a mistake they will exploit any error or any lapse of judgement. So you need to be prepared....really prepared to deal with them professionally, effectively & efficiently with the concerns they have about not paying your debt.

02:47

On face value the indecisive client / debtor might be tiresome to deal with. However, I'm going to show you in this lecture how we can use their indecisiveness to your advantage in getting your outstanding debt paid.

Section 5: Successful Verbal Communication - Audio Section
03:09

Your ability to have the right attitude when speaking with your clients / debtors is crucial skill to learn whenever attempting to collect payment of an outstanding invoice. In this lecture I'll be explaining the top tips you need to convey on every call you make.

03:25

The speed of how you talk can speak volumes to your clients / debtors. This lecture explains the inherent difficulty for someone that is new or uncomfortable with requesting money over the phone and the exercises you can use to become more comfortable with your own voice.

01:39

The tone of your voice can also reflect your attitude & emotional state, when requesting payment for an outstanding invoice. So ensuring you talk & have control over the tone of your voice could be the difference between getting paid or having an argument.

03:32

When speaking with our clients / debtors using the pitch of our voice can help you emphasise certain points in your conversation. This is a great communication tool to master that can be used extremely effectively in the collection of an outstanding debt.

03:30

Did you mumble when you were young? Do you remember the last time someone didn't understand you or asked to repeat yourself? If you do then it was more than likely due to the lack on clarity in your voice. Here are some tips that you can use to help adding clarity to your voice.

02:44

Whenever we are on the telephone to someone regardless of who they are. You must always maintain a certain level of professionalism and etiquette. Here are some tips on the things to need to avoid and the skills you need to use.

03:02

Patience! If you are communicating with a client / debtor that speak doesn't your language as their first language communication can be hard. So you need to have a lot of patience & understanding when dealing with them. This lecture will explain the step you can use to help you bridge the language barrier.

Section 6: Creating The Correct Invoice Structure
04:06

Your invoice is one of the golden keys to getting paid on time. So many businesses fail to understand the importance of a well constructed invoice, let me show you how to create that perfect looking invoice!

Section 7: Building Key Relationships To Get Paid On Time
08:24

Core to any Accounts Receivable or Collections staff member is their ability to build great quality relationships with clients. Building and nurturing key internal & external relationships can be the difference to getting paid on time or a debt left outstanding.

Section 8: Client Education Never Ends!
08:00

Successful client education is another 'golden key' to getting paid on time and it can be a constant battle. However, like most things in life perseverance and a little patience can go a long way to achieve great results

Section 9: Disruptive Internal Forces
06:12

One of the biggest areas of frustration in business can be between your sales & Accounts Receivable / Collections team. I'm going to share with you my strategy that I've deployed to many businesses that helps bridge the gap between the two areas and more importantly help build understanding and better internal relationships.

Section 10: Steps To Improve Your AR & Collections Team
05:53

Creating a skills matrix is a fantastic way to do a identify the strengths weaknesses as well as opportunities & any training requirements. In this lecture I'll explain in greater detail why a skills matrix is a must for any Accounts Receivable / Collections Department. In fact you can apply this skills matrix to any part of your business!

14:41

Creation of Key Performance Indicators is now common practice to ensure that your staff are compliant to your expectations. However, businesses can place this in the 'too hard' basket and have very generic KPI's that provide little or no constructive feedback to staff members. So in this lecture I'm sharing with you my KPI structure framework that should help you with ideas on what specific KPI's you can create for your team.

Section 11: Establishing Best Collections Practices For Your Business
04:03

Creating an effective collections model is something that can be communicated to ALL areas of your business that identifies what type of action will occur on certain days of the working month. This negates any confusion between areas of your business where there could be inherent conflicts e.g. Sales & Accounts Receivable / Collections.

This process can be quite daunting so please feel free to open a discussion item or send me a private message and I will be happy to provide you with some 1-2-1 assistance.

Section 12: Establishing a Complaints Management System
02:52

This lecture is an introduction to why a complaints management system is critical to any business. Businesses can be reluctant to deploy such systems as a 'head in the sand' or a 'hear no evil, see no evil' approach might be more appealing. A complaints management system shouldn't been seen as someone inherently bad it's one of the best tools that you can use to help identify departments / staff within your business that might need additional help in being effective in their job roles.

09:00

Whenever you receive a complaint from a client / debtor there are 4 stages that you need to go through to help obtain enough information to achieve a resolution. In this lecture, I'll walk you through each stage of the process

04:59

A complaints management system doesn't need to be a complicated beast. In this lecture I'll show you the basic framework on how you can build your CMS.

Section 13: Stop & Think Before You Use a Debt Collector
05:28

There is a time & place to use an external debt collector to help recover your outstanding money. In this lecture I'll explain why using a 3rd party to help collect your debts could be bad for your business if you engage them at the wrong time!

Section 14: Thank you!
Thank You!
00:27

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Instructor Biography

James Cooke, Business Consultant | LinkedIn Specialist | Debt Collector

James has two sides to his business which his colleagues refer to as his ‘Light Side’ & ‘Dark Side’.

THE DARK SIDE

James has been fortunate enough have had a successful career as a trouble shooter, specifically in the area of ‘Debt collection Management’.

For over 20 years he has helped many multimillion dollar businesses in the UK & Australia turning around lacklustre collections departments from ‘debt collection hell’ into lean process driven environments.

James is a licenced Mercantile Master Agent & holds a Commercial and Private Inquiry Agents licence.

Ok, how does that involve LinkedIn you might ask?

THE LIGHT SIDE

James has been a user of LinkedIn since 2006 and like most people using LinkedIn he never really bothered to understand the benefits of this business platform, until that is when James left his last corporate job and dived head first into the world of becoming self employed.

James wanted to teach business owners that there was a much better way of collecting money and to show how to become more self sufficient in collecting their own outstanding debts and to rely less on using a typical ‘Debt Collection Agency’.

James, however learnt very quickly that this was a small niche market and he struggled to get his ‘message’ out.

Large corporations didn’t care because their pockets were deep enough to absorb bad debts and small business owners just didn’t have the time to listen to him when he was trying traditional lead generation methods like ‘Cold Calling’.

James had spent thousands of his hard earned dollars into perfecting the right cold calling script but the return on investment was bad....really bad. So for this fledgling business to survive he had to find a better way of getting his message across to his target market.

He then refocused his attention to LinkedIn, the dusty cogs of his brain started to fire up and slowly but surely he begun to understand the benefits of how this platform could be:

1. Something he enjoyed using

2. Used to control how he conveyed his messages to potential prospects

3. Used to locate targeted prospects

4. Used only to deal with decision makers & bypass ‘gate keepers’

5. Cost effective versus other forms of lead generation

So, through trial and error James formulated his own LinkedIn lead generation strategy that was producing targeted & qualified leads on a daily basis.

This is what gave birth to LinkedIn Success. James now teaches his LinkedIn strategy to everyone from business owners, executives through to high school and college students how to leverage LinkedIn for their own needs.

Over the past 7 months James’ training has helped over 5 thousand people how to use LinkedIn whether that is for:

  • Lead Generation
  • Getting more business exposure
  • Positioning yourself to find a better job, or
  • Transitioning from student to first time jobseeker

James is no marketing or sales expert – and that’s the beauty of his strategy, you don’t need to be!

Thank you for taking the time to read a little about James & the courses he offers. If you have any questions either about his 'Dark side' or his 'Light side' please don't hesitate to get in contact with him....he doesn't bite....well much anyway ;-)

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