Customized Training

We offer on-site group training as well as one-on-one phone training sessions.

Our Mission is to provide a consultative approach to create and develop a unique training session that addresses your individual needs. 

Our fast paced seminars will cover through active participation:

• How to handle disputes
• How to tie down payment with urgency
• How to deal with "I didn't get the bill"
• How to get past voicemail
• How to effectively handle irate customers

Kay Laffoon Associates provides thirty-eight topics for training.

1.  Effective Communications and Listening Techniques
2.  Role of Sales in Collections
3.  Reducing Payment Deductions
4.  Negotiating Techniques
5.  Decreasing Payment Cycle Times
6.  Dealing with Angry Customers
7.  Overcoming Objections
8.  Setting Expectations for New Customer/Credit Policies/Credit Applications
9.  Red Flags!  Identifying Potential Problems Early
10.  The Collection Call Procedures
11.  Motivating People to Pay
12.  Credit Granting Tools
13.  Future of Collections
14.  Time and Event Sensitive Collection Techniques
15.  Getting to a Decision Maker
16.  Overcoming Cash Flows Issues
17.  Collecting from Large Corp Acts to Small One Time Buyers
18.  Personal Self Improvement
19.  Developing a Collection Strategy
20.  Telephone Tips
21.  Setting up a Collection Visit
22.  Handling Disputes and Complaints
23.  How to Collect With Confidence
24.  Working with Personal Guarantees, EFT's, and Letters of Credit
25.  Effective Collection Procedures using Letters and Calls
26.  Do's and Don'ts of Collection
27.  Credit Granting to New Customers
28.  Liberal or Conservative Credit Policy
29.  Warning Signs Showing a Need for Change in a Company's Policy
30.  When to Place an Account for Collection
31.  10 Ways to Run Your Credit Department More Efficiently and Effectively
32.  Competitors offering looser credit terms?  Best ideas for countering
33.  Understaffed?  How to collect with limited resources
34.  Increase Your Profit Potential- Retain Your Customers
35.  Sales and Collection/ A Team Sport
36.  Increase Morale within Your Company
37.  Boost Your Company’s Cash Flow
38.  How to Deal With Mechanics Liens and Other Liens and Bonds

Customize your training class by selecting the topics you need NOW to improve your collection department.

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KAY LAFFOON & ASSOCIATES PHONE TRAINING