The PACE Consumer Program:
It is designed to improve the performance of those who collect past-due invoices and accounts from individuals, those who owe the money out of their ‘own pocket’.
If your interest is the Commercial side, business to business, please click here.
There are ten modules (details below), 5 books, on-line testing, assignments and a live final exam ‘collection call’ with an ICPC instructor.
The ten modules of the Consumer PACE Program:
Module 1 – Rules:
Some students may be governed by federal or other laws concerning their collection activity. However, first party collectors are not under guidelines such as the F.D.C.P.A. (Fair Debt Collection Practices Act), but they should be fully aware of it as a useful guideline.
This module covers this Act and provides a philosophical foundation for effective collections. It covers ethical and performance standards that focus on collecting the money as well as managing the status of the customer; the attitude of the customer and the reputation of your company after the collection has been made.
Module 2 – How to be Assertive without being Aggressive:
While it is important to collect the money, it is also important not to offend the customer. Being too aggressive may produce results that include unwanted complications. Not being assertive enough may not produce results at all. This module teaches students how to be assertive without being aggressive – how to efficiently collect on accounts with techniques that even work for the F.O.B. (Friend of the Boss). The students will learn and practice the “Goldilocks” approach to collections “not too tough, not too soft – but just right”.
Module 3 – The Telephone Collection Call:
Modules 3 and 4 are the heart of the PACE program because most of our collection efforts take place on the telephone. To be effective on the phone, the collector needs to master the phases of:
This section even teaches students the right things to say when the customer agrees to pay the balance today.
Module 4 – Excuses:
The professional collector will always be ready to effectively handle any excuse or reason for delayed payment that a customer may offer. This module teaches students how to quickly and simply handle both the usual and the unusual excuses provided by customers.
A recent addition to the PACE Program is three months access (free) to students, for the on-line Excuse Terminator.
Module 5 – The Upset or Irate Customer:
In the consumer field, we often deal with Customers who are not at their ‘best’. They may be upset or even irate. Students will learn a minimum of ten effective techniques that will be helpful in this type of situation and when to use each one of them.
Module 6 – The Special Collection Voice:
In accounts receivable as in most other areas of business, most people will speak on the telephone, using the same voice they would use if they were speaking to a customer across a desk. In almost all cases, this is a mistake. To say that most people do not give it a second thought is misleading. Most people don’t even give it a first thought.
One does not send messages with body language, dressing for success or so many other areas that are important in face to face collection efforts. The voice becomes more significant and needs to be more compelling to the person on the other end of the telephone. The suggested changes and practice in this module are not designed to have you be someone ‘other that you are’, but to be the ‘very best you can be’.
Module 7 – Skip Tracing Techniques:
A customer may have moved and forgotten to send a change of address. Another may have intentionally ‘skipped’ with the objective of never having to pay your bill. Students will learn the most effective skip tracing techniques used in the consumer collection field including extensive use of the Internet.
Module 8 – Negotiating Techniques for the Professional Collector:
Professional collectors often have to negotiate the terms and of a collection for their company. In this module, students are taught the basics of negotiation and specific negotiating strategies for collections. They will practice and be tested on fifteen “special” negotiating techniques.
Module 9 – Tailor Your Approach to Your Debtor:
The most effective method of collecting from a a blue collar worker may not work as well with a teacher or police officer. The best approach for someone younger who has just finished formal education will often be different from that of one who has recently retired.
In this module, students learn how to successfully profile the different types of customers they deal with and to use the most appropriate techniques.
Module 10 – Productivity, Time & Stress:
Collections can be a difficult business at times and there is often pressure for productivity – quantity as well as quality. Students will learn techniques to be more productive by taking the right actions at the right time – with less stress.
In addition to a certificate like the one to the left, The International Centre for Professional Collections provides a special page on its site where a student, prospective employer or interested parties may visit to confirm graduation.
To view an example, please click here and enter this certificate number at the site: 1911723