Amicable Debt Collection

Debt collection requires method as well as strong interpersonal skills. Structure reminders, analyse situations and adapt conversations to seek a concrete outcome. Strengthen your ability to monitor payment commitments while preserving customer relationships.

3 days 21 hours

FMB21FR Code

Overview & objectives

Presentation

This Amicable Debt Collection course, specifically adapted to banking, B2B and B2C contexts, goes well beyond its primary objective of recovering debts.

In addition to avoiding costly legal proceedings and enhancing the institution's reputation, the course develops practical and interpersonal skills by drawing on the potential within an actual or anticipated debtor situation.

With a distinctly operational focus, the course enables participants to acquire concrete, practical knowledge and methods. They leave with appropriate tools for managing this activity rigorously.

Designed for face-to-face, telephone or written interactions, it takes a cross-functional approach combining three inseparable elements: organisation, people, and techniques and tools.

An essential course that prioritises pragmatic, concrete and accessible elements, benefiting both customers and those involved in the activity.

Objectives

This training programme will enable you to:

Master the specific communication approach required with customers facing or undergoing debt collection.
Understand the relationship aspects and psychological attitudes essential to successful discussions.
Develop and strengthen day-to-day management tools.
Establish strategies for harmonising B2C and B2B amicable debt collection procedures.
Build and maintain synergy between debt collection, the customer and the organisation.

Teaching highlights *: practical workshops with role-based scenarios. Tools designed in line with the organisation's and/or group's needs.
Participants must bring concrete examples to build a case study.

Program

Amicable debt collection and alternative methods:
1. Overview
  - Positioning the organisation, creditor and debtor.
  - Understanding different target groups.
  - Recognising the essential value of a professional amicable debt collection and alternative methods unit.
2. Objectives
  - *Identify disputes or gaps when assessing and building an amicable debt collection case.
  - Develop a collection strategy supported by factual evidence and interpretation of information held by the organisation.
  - Recover debts through a rigorously harmonised, hierarchical protocol.
  - Understand the value of active communication with all parties concerned, including management, case handlers and legal staff.
  - Master telephone, face-to-face and written debt collection techniques.
  - Provide operational follow-up and pragmatic activity analysis.
3. Challenges
  - Preserve and strengthen customer relationships in amicable debt collection.
  - Resolve financial disputes effectively through a specialist unit's professionalism while respecting time constraints.
  - Sequence dispute resolution for better performance.
  - Anticipate, analyse and adapt practical and interpersonal skills to changing customers and future conflict situations.
  - Position the unit as an observation centre for disputes.
Amicable debt collection techniques:
1. Principles for successful intervention
  - Define the collection cycle strategy.
  - *Understand upstream points of failure.
  - *Compile an analytical, factual case file.
  - Determine and structure the approach.
  - *Develop a discussion script.
  - Build a relationship combining firmness with recognition of the customer's value.
  - Share experiences within the collection unit.
2. Communication and customer relationships
  1. Telephone contact
    - *Establish trust.
    - *Manage the conversation and use arguments tailored to the situation.
    - *Understand the effect of breaking an established response pattern.
    - *Practise different questioning techniques and manage silences.
    - *Rephrase and confirm the customer's words.
    - Identify the customer type.
    - *Master returning to the communication channel.
    - *Reinforce an argument by following through on a proposal.
    - Validate facts, proposals and commitments.
    - *Always conclude with a customer benefit.
    - Plan reminders and follow-up.
  2. Face-to-face meetings
    - Use the communication techniques already covered for telephone contact.
    - Welcome and value the customer and create a friendly, trusting atmosphere.
    - *Use empathy to understand the customer's situation, history, feelings, disappointments and intentions.
    - *Offer support without judging facts or actions.
    - Identify the customer type.
    - Draw on the factual documents available.
    - *Encourage a joint search for a solution within a predefined approach to recovering the amount due.
    - Combine friendliness and firmness to turn a proposal into a concrete, documented agreement.
  3. Written communication
    - Scheduling reminders and follow-up in a diary.
    - Designing standard letters, follow-ups and reminders.
    - Written confirmation of customer discussions by post, email, SMS, fax or other channels.
    - *Records in software, customer files and other formats.
    - Information-sharing and cross-functional emails.
    - Activity monitoring and performance analysis.
3. Tools
  - *Discussion scripts.
  - *Discovery form covering rational and non-rational information.
  - Analytical summary sheet for amicable debt collection follow-up.
  - Schedule of reminders and case follow-up.
  - Components of a case file.
  - Real-life case study.
4. Closing
  - Individual summary statements.

Audience & prerequisites Assessment methods Dates & Sessions

Last update: 23/09/2026

Amicable Debt Collection

Presentation

Objectives

Program

Audience

Prerequisites

Teaching and assessment methods

Dates and sessions

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