Collections – Customer-specific

Place: Online

Duration: 2 hours Classroom (online) plus 2 hours Questions & Answers (Q&A)

Date/Time: on request, Monday to Friday, between 08:00 and 17:00 CET.

Challenges:
• Behind a “poor” payment behaviour of customers you will often discover either a 
hidden complaint or a current payment problem of the customer in general. The 
employee has must disting one from the other and act accordingly
• In addition, a distinction must be made between late payments and non- or partial 
payments.
• In the first case it is necessary to recognize the causes of the delay and to find a 
solution together with the customer. In the second case, the goal is to get paid at 
least partially, and still retain a good customer relationship. 

Learning objectives:
• Identify differences in the causes of poor payment habits and respond appropriately
• Das Gespräch so zu führen, dass gleichzeitig eine Lösung gefunden wird und der 
Kunde dies auch wirklich akzeptiert, so dass er langfristig gehalten werden kann, 
sofern dies geplant ist.
• Conducting the conversation in such a way that a solution can be found at the same 
time and the client accepts this very solution, ideally resulting in a long-term 
relationship with your customers
• Applying the appropriate techniques, such as the Harvard negotiation concept