Confident Collections: Mastering Credit Control Communication & Process (In-House)
Empowering DT Copier Sdn. Bhd. with Mr. Shanizam Shamsuri to master confident credit control, transform debt recovery processes, and secure healthy business cash flow.
9 – 10 December 2025
Program Overview
The Confident Collections: Mastering Credit Control Communication & Process masterclass was successfully executed on 25 July 2026 as an exclusive 1-day in-house program at the corporate office of DT Copier Sdn. Bhd. Facilitated by the highly acclaimed credit control and communication strategist Mr. Shanizam Shamsuri, this practical workshop was custom-tailored to help the company’s administrative and support workforce master the end-to-end debt collection process while safeguarding customer relationships.
In many growing businesses, credit control responsibilities often fall on administrative and support personnel who may lack formal training in debt recovery. This frequently leads to hesitation during collection calls, unstructured follow-up workflows, and valuable working time lost to unproductive chasing. Designed to transform hesitation into professional firmness, this masterclass equipped DT Copier’s team with a structured, step-by-step framework to handle collection calls confidently, negotiate firm payment commitments, and optimize cash flow recovery without compromising daily admin operations.
Key Learning Outcomes
- Communicate with absolute confidence and authority during phone collection calls using professional language and structured scripts.
- Deploy a clear end-to-end credit control flow, establishing systematic follow-up timelines before, during, and after payment due dates.
- Overcome customer objections, excuses, and avoidance tactics using proven negotiation and de-escalation techniques.
- Organize and prioritize debtor accounts efficiently, utilizing simple tracking tools to maximize collection yields in minimal time.
- Shift mindsets from "chasing money" to "managing accounts", enforcing payment discipline while preserving long-term customer goodwill.
- Formulate a personal action plan to seamlessly integrate credit control duties into daily administrative workflows.
Programme Experience
The atmosphere inside the DT Copier office was highly energetic, practical, and interactive. Bringing together Administrative Executives, Finance Support Staff, and Customer Service Personnel, the training provided a safe space for staff to address real-world payment collection hurdles.
Mr. Shanizam Shamsuri opened the morning session by shifting the cohort’s mindset toward Understanding Credit Control Basics & Process. Participants explored the vital role cash flow plays in business operations and audited their current follow-up routines. The room quickly turned into a hands-on learning lab as attendees customized call scripts, structured conversation flows, and learned active listening techniques to keep collection calls polite, concise, and effective.
The afternoon session escalated into high-engagement practical drills during the Handling Objections & Role Play Scenarios modules. Under Mr. Shanizam’s direct feedback, staff members engaged in realistic call simulations practicing how to navigate defensive customers, arrange firm payment plans, and maintain composure under pressure. The program concluded with an end-to-end case simulation and action planning session, leaving the entire DT Copier workforce fully aligned, deeply confident, and equipped with a clear roadmap to secure timely payments.
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Richworks Corporate Training delivers HRD Corp claimable programmes that focus on practical learning, regulatory clarity, and measurable workplace impact. Our training is designed to support organisations in developing competent, confident, and compliant teams guided by experienced facilitators with real industry exposure.
