TSY In House Training #879: Winning Debt Collection Skills
- Jun 24
- 2 min read
In many businesses today, debt collection is becoming more challenging due to delayed payments, long approval processes, customer excuses, invoice disputes, and pressure from customers requesting continued delivery despite overdue accounts. Collection staff are also expected to protect customer relationships while still enforcing company credit policies. This 1-day practical workshop is designed to help participants strengthen their communication approach, confidence, and follow-up discipline when handling collection situations through telephone calls, WhatsApp, email, and customer discussions. The training focuses heavily on realistic situations commonly faced when dealing with retailers, restaurants, chain stores, and international key accounts. Participants will learn how to handle customers who continuously delay payment, negotiate partial payment professionally, follow up using proper documentation and escalation methods, and secure clearer payment commitment without damaging long-term business relationships. The workshop uses practical role plays, case discussions, collection simulations, and real-life working examples to ensure participants can easily relate and apply the learning immediately.
Date: 11th June 2026
Venue: Syarikat Thong Guan Trading Sdn Bhd, Sungai Petani, Kedah
Course Objectives:
Understand the communication mindset needed for effective debt collection.
Apply practical telephone, WhatsApp, and email collection techniques.
Handle customers who delay payment but continue requesting new stock or delivery.
Negotiate partial payment and secure realistic payment commitments professionally.
Manage common disputes involving invoice, CN, pricing, GRN, and return issues.
Handle difficult excuses and identify genuine problems versus delay tactics.
Protect customer relationships while still enforcing company credit policies.
Improve collection follow-up through proper documentation, reminder, and escalation practices.
Who Should Attend:
Credit Control Officers
Finance and Accounts Receivable personnel
Sales Coordinators and Customer Service staff
Sales personnel involved in payment follow-up
Supervisors and Executives handling customer accounts
Employees responsible for collection communication and overdue account management
Training Methodology:
This workshop adopts a highly practical and experiential learning approach with approximately 50–60% interactive activities.
The methodology includes:
Interactive lectures and guided discussions
Real-life debt collection case studies
Telephone and collection role-play simulations
Email and WhatsApp drafting exercises
Group workshops and practical discussions
Facilitator coaching and feedback sessions
The overall approach is practical, simple, relatable, and focused on daily collection situations faced by participants.
Feel free to contact TSY Consultancy by Call / WhatsApp to +6012-6243921 or email to marketing@tsy.my
Cheers.
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