[Online 2-Day] Strategic Debt Collection
Course Information
  • 14-Jul-2021
  • Online
  • Dr. Steven Liew
  • English
  • RM 1350 RM 1100
    Until 28 Jun 2021
  • 9:00am - 5:00pm

Even though debt is an inseparable part of conducting business, recovering it is often an arduous affair. To be an effective collector, you need to have the heart of an entrepreneur.

This course will equip you with the techniques that stimulate proactive behaviour in analysing credit extension, debt evaluation and recovery. By combining the knowledge & skills in debt recovery, data visualization & sensitivity analysis, companies can minimize risk exposure, recover credit more quickly and thus ensuring cash sufficiency.


By the end of this course you will develop better understanding in the following areas:
• Understanding Popular Negotiation Techniques
• Profiling Your Customers
• Grasp Practical Debt Recovery Approaches
• Understanding in dealing With Difficult Customers
• Credit Evaluation & Monitoring
• Understanding Gantt Chart For Debt Recovery (Project Scheduling)
• Applying Scenario Planning (Best, Worst & Likely scenarios)
• Financial Reporting - Powerful Business Intelligent tool (Tableau)
• Understanding What If Analysis (Sensitivity analysis)


Bankers, Accountants, Business Managers, Marketing Managers, Accountant, Collection Executives, Sales Executives, Finance Executives, Supervisors, Managers, Credit Analysts, Credit Controller & Recovery Officers.


Case Study & Group Discussion. Real-current problematic debt cases & sensitivity analysis will be analyzed, and scenario solutions will be discussed during the workshop.


NOTE: Please bring laptop along equipped with Microsoft Excel 2016 or above (Templates are provided)


Date: 14 - 15 July 2021 (Wed - Thu)
Time: 9.00am - 5.00pm
Mode: Online/ Interactive



- Early Bird Offer (before 28 June 2021) - RM 1,100
- Special Offer (before 11 July 2021) - RM 1,250
- Normal Fee - RM 1,350

>> Fee includes Course Notes & Certificate of Completion and 6% Government Service Tax

** OFFER **
- 10% Cashback for SST2u Learner Card+ (SLC+) members. T&Cs applied.



Module 1: Strategies to Reduce Debts
• Know your customers
• Plan your site visit
• Focus on collectable & clientele - Slow paying, delinquent and bad accounts
• Lead by example
• Be flexible, creative & think out-of-the-box (ways & means to speed up the collection process)
• Recovery techniques (outsourcing, insourcing, legal, asset conversion, take over, revaluation)
• Put your house in order (credit evaluation 7Cs,
management support & involvement, clear SOP & strong credit manpower team, strong tracking systems)
• Consider collection risk model (cost & benefit analysis)
• Develop qualities of effective collectors

Module 2: Burning Issues in Debt Recovery
• Management Bureaucracy
• Collectors Are Not Well Recognized
• Borrowers Has Multiple Loans Exposure to Other Banks
• Unable to Locate Customers
• Insufficient Funding for Repayment

Module 3: How to Deal with Different Type of Difficult Customers
• Give empty promises
• Avoiding
• Giving thousand excuses
• Annoying attitude

Module 4: Negotiation Techniques
• Soft Negotiation
• Hard Negotiation
• Principles Negotiation
• Successful Negotiation

Module 5: Credit Evaluation & Monitoring
• Importance of Credit Evaluation & Monitoring
• Criteria for Approval or Rejection
• Setting the Credit Limit
• Monitoring Customer Account
• Group exercises


Module 6: Debt Planning
• Current DSO & AR
• Target reduce AR & DSO
• Debt strategies

Module 7: Financial Reporting - Powerful Business Intelligent Tool (Tableau)
• Download software Tableau Public
• Steps in using Tableau for analysis:
• Data source: raw data (No Formulas)
• Data source: table format
• Connect file
• Sort, filter, slice, pivot, and graph using Tableau Public
• Combine multiple data sources
• Create bar charts, pie charts and line graphs
• Map your data to quickly detect geographic variation
• Create a dynamic dashboard combining multiple worksheets

Module 8: Excel What if Analysis – Managing Budget & Sales, Collection Expenses Performance
• Defining sales projection, factoring in fluctuation
• Computing your monthly average sales & expenses
• Using Variance Techniques (2+10, 5+7, 8+4)
• Applying SMART (specific, measurable, achievable, realistic & timebound)
• Ensuring budget remains relevant during the year

Module 9: Specific Formula & Function
• Gantt Chart (Project scheduling)
• Scenario Planning (Best, worst & likely scenario)
• PV, FV, PMT (Loan facility)
• Sensitivity Analysis

Module 10: Conditional Formatting - KPI & Performance Evaluation
• Reviewing staff performance
• Linking KPI to bonus & increment


“After the 2-day workshop on “Debt Recovery on NPL”, the following improvement are obvious, I set customer dateline for customers to pay, as the trainer impressed with the phrase “customer always want to pay “Now I have the passion for collection from my customers” - Head - Credit Division, Credit Guarantee Corporation

“The clear improvement is the boosting of my confidence in negotiation with the customers on default payment, knowing what to ask, how to approach the customers as many roles plays of customer interaction facilitated by Dr Steven Liew really helps me in the collection process. Really nice to hear from you again & following up on my collection position” - Asset Manager, Malaysian Debt Venture

“Before the credit seminar training, I am a very straight forward person in collection & sometimes customers cannot take it. After the training, I realize I should be cool & focus in the collection process. I am practicing them now & seeing a real change in my attitude towards the customers. Really thank you to Dr Steven Liew” - Head of Business Support Section, Johor Port Bhd


Certified HRDF Trainer, Consultant

Dr Steven Liew is a fellow member of the Chartered Institute of Management Accountants, UK and is a Chartered Accountant by profession. He has an Asia Pacific Executive MBA (for senior executives) from the National University of Singapore and a PhD in international finance with Rushmore University of USA. Dr Liew had worked in private sector companies, ranging from family-run businesses to professionally manage multi-national corporations in South Asia and the ASEAN region. He has accumulated more than 30 years working experience in senior financial & operational management positions spearheading the profitability and growth of companies. He has worked for the MBF Finance & its related group of companies over the 10 years’ period. He is a registered Trainer with the Government Human Resources Development Berhad (Pembangunan Sumber Manusia Berhad) and a GST Tax Consultant.

Dr Steven Liew had conducted various seminars for corporate clientele including Association of Credit Management Malaysia, Chartered Institute of Management Accountants, Malaysia Institute of Management, Malaysia Institute of Accountants, Institute of Bank Bank Malaysia, Nestle, IQPC Worldwide Pte Ltd, Singapore, Lexis Nexis, Proton Edar Malaysia , Brunei Investment Agency, Small Medium Industries Development Corporation , Ministry of Development, Brunei , BICPA Asean Management, Brunei, Risda Group Of Companies, Sales & Marketing Training Forum, Sri Lanka, Giant Retail Sdn Bhd, Telekom Brunei & Ministry of Foreign Affairs, Malaysia, Sabah Electricity Sdn Bhd, Bank Islam Brunei Darussalam. Continental Tyres, Sime Darby Bhd, Sony Malaysia Sdn Bhd, Perodua Sdn Bhd & Credit Guarantee Corporation (M) Bhd; Fujixerox, UDA Holdings, SPNB, Diners Club, Elk Desa Capital Bhd, Antah Schindler, UCSI & Ministry of Finance; Seccom Sdn Bhd; Bridgestone Chemical Products (M) sdn Bhd; Dialog Group Bhd; SEDCO, KK; Hosiden Electronics (M) Sdn Bhd; STO Maldives; Indah Water Consortium Sdn Bhd; CPA Australia (M) Sdn Bhd.

He is currently providing management consultancy and training specialising in Forecasting, Fast closing monthly, leadership, Strategic Planning, budgeting, accounting, finance, cost reduction, credit management & loan recovery.


Enquiry: SSTcourse@gmail.com
- Teo (011 - 3178 9203)
- Logesh (012 - 503 0346)
- Siti (012 - 383 8603)
- Han (019 - 323 0507)