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Description

Amicable Recovery of Customer Receivables: Chasing, Negotiating and Collecting

Recover overdue invoices while protecting the commercial relationship and avoiding escalation to legal proceedings

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

Unpaid invoices usually build up for lack of method rather than lack of resources: reminders sent too late, the wrong contact chased, payment promises never followed up, and an incomplete file when the time comes to escalate. Sales teams fear losing the customer, while accounts receivable chases without leverage.

Over two days, this programme puts in place a complete amicable recovery process downstream of the sale: file preparation, written and telephone reminder sequences, handling objections and disputes, negotiating payment plans, tracking the commitments obtained, and the criteria for moving to formal legal recovery. Collection calls are practised through role-play.

Learning objectives

  • Organise a progressive reminder process suited to the customer profile
  • Prepare a complete receivable file and confirm that the debt is due and payable
  • Conduct a telephone collection call through to a dated commitment
  • Handle objections and distinguish a genuine dispute from a pretext
  • Negotiate a payment plan and secure its follow-up
  • Determine the right moment to move to formal legal recovery

What makes this programme different

Recorded collection call simulations analysed together as a group
Construction of a full reminder sequence from first contact to formal notice
Handling bad-faith debtors and strategic customers who must be managed with care

Programme

1Preparing the Ground

A solid file before the call

  • Checking the receivable against the terms of business and the agreed payment terms
  • Rebuilding the history of the customer account
  • Identifying the decision-maker and the payment approval chain
  • Distinguishing a processing delay from a cash flow difficulty
  • Selecting the reminder sequence according to the debtor profile

2Chasing in Writing

Letters that produce results

  • Escalating written communications from a courteous reminder to a formal notice
  • The content that makes a reminder letter effective
  • Reminder frequency and traceability of correspondence
  • Reminders adapted to key accounts and public sector entities
  • Coordination with the sales team and senior management

3Chasing by Telephone

Securing a dated commitment

  • Preparing and opening the call
  • Questions that reveal the real reason for non-payment
  • Handling objections and repeated promises
  • Distinguishing a genuine dispute from a delaying pretext
  • Formulating the commitment obtained and confirming it in writing

4Negotiating and Knowing When to Stop

Payment plan or legal action

  • Negotiating a payment plan and the concessions that can be offered in return
  • Securing the agreement and monitoring each instalment
  • Resolving blocking disputes with the operations teams
  • Criteria for moving to formal legal recovery
  • Preparing the file handed over to legal counsel or a licensed recovery agent

Who is it for

Accounts receivable accountants · collections officers · sales administration assistants · credit managers and sales staff exposed to overdue payments.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.