Global Learning for Operational Leaders
Classroom
12 sessions
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Online / Live
12 sessions
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Introduction
Course overview
Collection specialists play a vital role in protecting organizational cash flow while maintaining positive customer relationships and complying with regulatory requirements. This course equips participants with the practical skills needed to manage collection activities professionally, negotiate effectively, improve recovery rates, handle difficult situations, and ensure compliance with industry standards and best practices.
What you will achieve
Learning objectives
- Understand the principles and processes of professional collections management
- Improve communication and negotiation skills with customers and debtors
- Apply effective collection strategies and recovery techniques
- Manage difficult collection situations professionally
- Ensure compliance with legal and regulatory requirements
- Analyze collection performance and improve recovery outcomes
- Strengthen customer relationships while achieving collection objectives
Who should attend
Target audience
- Collection officers and specialists
- Accounts receivable professionals
- Credit controllers
- Debt recovery personnel
- Customer account representatives
- Finance and credit professionals
- Employees responsible for collection activities
- Target Competencies
Methodology
Learning approach
- The course combines interactive presentations, practical exercises, role plays, case studies, collection simulations, negotiation workshops, communication activities, and real-world collection scenarios to ensure practical application and skill development.
Course content
Five focused days of learning and application
Day 1
Foundations of Professional Collections
- Understanding the role and responsibilities of collection specialists
- Reviewing the collection cycle and accounts receivable management processes
- Understanding customer credit risk and payment behavior patterns
- Exploring collection terminology, policies, and procedures
- Understanding ethical and professional standards in collections
- Developing a customer-focused approach to collection activities
Day 2
Communication and Negotiation Skills for Collections
- Building effective communication skills for collection professionals
- Applying active listening techniques during collection conversations
- Developing persuasive negotiation strategies for payment recovery
- Managing objections and difficult conversations professionally
- Understanding behavioral styles and adapting communication approaches
- Conducting successful payment arrangement discussions
Day 3
Collection Strategies and Recovery Techniques
- Understanding collection prioritization and account segmentation methods
- Applying collection strategies across different stages of delinquency
- Managing early-stage and late-stage collection activities
- Developing payment plans and settlement options effectively
- Using collection tools, technology, and customer information systems
- Improving recovery outcomes through structured collection approaches
Day 4
Compliance, Ethics, and Customer Relationship Management
- Understanding legal and regulatory considerations in collection activities
- Applying ethical collection practices and professional standards
- Managing customer complaints and dispute resolution processes
- Balancing collection objectives with customer relationship management
- Understanding documentation requirements and record-keeping practices
- Reducing compliance risks within collection operations
Day 5
Collection Performance and Professional Excellence
- Measuring collection effectiveness through key performance indicators
- Analyzing collection reports and operational performance metrics
- Identifying opportunities for process improvement and productivity enhancement
- Managing challenging collection scenarios and high-risk accounts
- Developing personal effectiveness and professional growth strategies
- Final workshop: Practical collection simulations and action planning
FAQ
Frequently asked questions
What does Professional Collection Specialist Designation (PCSD) (CWS-008) cover?
This course covers Communication and Writing Skills through a structured five-day outline focused on practical application, discussion, and implementation planning.
When is the next available session?
The next scheduled session starts on 25 - 29 January 2027, with additional classroom dates and mirrored Online / Live options listed in the course schedules section.
Who should attend this course?
Collection officers and specialists, Accounts receivable professionals, Credit controllers
Is bilingual course delivery available?
Yes. All course materials and presentations are provided in English, while bilingual explanation and discussion support may be available depending on the selected location and trainer availability. For example, when attending a course in Istanbul, you may request a Turkish-speaking trainer to explain the English course content in Turkish. Arabic explanation support may also be requested at this location. Other languages are available in selected cities. You can choose your preferred language support as an optional preference during registration.
How can I register for a session?
Use any Register button next to the available course dates to open the participant registration page and submit your booking request for the selected session.
Is this course available online as well as classroom-based?
Yes. The course detail page includes both classroom sessions and Online / Live sessions, with online options aligned to the same course dates for easier planning.
Where are classroom sessions delivered?
Current classroom venues include Amsterdam, London, Istanbul, Vienna, Barcelona, Paris, Frankfurt.
How long is the training programme?
The programme runs for five days, with up to five training hours per day, from 9:00 AM to 2:00 PM. Each programme includes a total of 25 accredited training hours.
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Choose an available date and venue, add your participants, and we will email a formal quotation for Professional Collection Specialist Designation (PCSD) to your business address.