Collections Foundations Training Course (December 2025)
$428 per person ex GST (Discounts Available)
Delivered via 2 x 3-Hour Online Sessions
Build confidence, professionalism, and empathy with the Collections Foundations Training Course — a structured, expert-led program designed to help anyone who manages customer payments or overdue accounts handle financial conversations with skill and care.
Whether you’re part of a dedicated collections team or an individual who occasionally has to chase payments, this course provides practical tools to manage sensitive discussions, reduce stress, and reach positive outcomes.
By the end of the course, you’ll be equipped to guide customers toward workable agreements while protecting relationships and achieving results for your role or business.
- ✔ Perfect for both individuals and employees in collections roles
- ✔ Delivered live online in short, interactive sessions
- ✔ Practical skills you can apply immediately in real conversations
Why Collections Training Matters (Even if It’s Only Part of Your Job)
Most people are never formally taught how to ask for money. They learn on the fly, under pressure, and it shows — awkward conversations, avoidable conflict, and inconsistent results that hurt cash flow and customer relationships.
Without a structure, it’s easy to sound either too soft (no commitment) or too forceful (relationship damage). Stress goes up, outcomes go down, and no one enjoys the process — least of all the person making the call.
The December 2025 Collections Foundations Training Course fixes that. It gives you a clear, repeatable framework to manage overdue accounts with confidence: how to open well, explore the real situation, negotiate workable terms, and close professionally — all while protecting your brand and your sanity.
This isn’t about scripts. It’s practical tools, language and behaviours you can use immediately to reduce escalations, secure commitments, and keep customers onside. Whether you’re an accounts officer, a contact centre agent, or the unlucky soul who “sometimes has to chase invoices,” this course makes collections easier, calmer, and more effective.
Who Is This Course Suitable For?
The Collections Foundations Training Course is designed for anyone who needs to have financial conversations with customers — from dedicated collections staff to employees who only occasionally find themselves chasing payments.
If your role involves handling overdue accounts, negotiating repayment plans, or supporting customers through financial stress, this program gives you the structure, language and confidence to do it well.
The focus is on confidence, empathy and professionalism — not scripts.
Delivered live and online by experienced trainers, the course combines proven techniques with real-world practice so participants leave ready to manage collections conversations effectively, without stress or guesswork.
Typical roles that benefit from the Collections Foundations Training Course include:
- Accounts Receivable & Collections Teams: Staff responsible for managing overdue accounts and payments.
- Customer Service & Contact Centre Agents: Employees who combine service with occasional collections conversations.
- Reception & Front-Desk Staff: Team members handling account-related enquiries and overdue payments.
- Small Business Owners & Admin Staff: Individuals who need more confidence when chasing invoices or payments.
- Team Leaders & Supervisors: Supporting staff who manage sensitive financial discussions.
- Telephone Account Managers: Staff guiding customers through payment issues and account management.
- Complaints & Case Managers: Handling billing disputes or financial hardship cases.
- Technical Support or Field Service: Employees resolving service issues tied to overdue accounts.
- Government, Utilities & Healthcare Staff: Teams needing to balance empathy with financial or regulatory requirements.
- Any Role Involving Payments: Anyone required to manage financial discussions with customers as part of their job.
Flexible Online Delivery – Practical, Interactive and Easy to Join
The December 2025 Collections Foundations Training Course runs live online over two 3-hour sessions, so participants can join from anywhere — home, office, or multiple locations — without losing full days of productivity.
Each session is fully interactive with role plays, breakout activities, group discussion and live coaching. Participants walk away with practical techniques they can use immediately in real collections conversations.
- ✔️ Join from anywhere: simple access via Zoom or Teams, no travel required
- ✔️ Engaging format: breakouts, live coaching and real scenarios
- ✔️ Immediate impact: apply skills between sessions to build confidence fast
Prefer in-person training? This course is also available onsite for private groups — see Public or Private Options for details.
Course Modules
This public December 2025 Collections Foundations Training Course is a six-hour program, delivered over two 3-hour sessions to minimise disruption while giving participants time to absorb and apply their new skills between sessions.
For added flexibility, the course can also be delivered privately, with dates, times and duration tailored to your business needs. Sessions can be scheduled weekly, on consecutive days, or aligned with quieter periods — and content can be customised to your organisation’s unique collections challenges.
Session 1 – 3 Hours
This session builds the critical skills and behaviours required to manage financial conversations effectively. The focus is on building confidence, improving engagement, and mastering techniques used by top collections professionals.
1. The Psychology of Customers
Understand what customers want and need during financial difficulties, and how emotions drive behaviour in collections scenarios.
2. How to Engage
Create strong first impressions that establish trust and credibility, and set clear expectations about the collections process.
3. Better Conversations
Apply advanced conversational techniques to assess customer needs effectively and steer conversations toward solutions.
4. Negotiation & Problem Solving
Guide customers toward payment terms that meet business needs while respecting their situation. Overcome obstacles with practical, sustainable solutions.
5. How to Educate
Explain the collections process clearly so customers feel supported and informed. Check understanding and communicate key information effectively.
6. Closing with Impact
End calls professionally by using structured approaches to confirm agreements, express gratitude, and leave a positive last impression.
Session 2 – 3 Hours
This session tackles the challenges of handling frustrated or upset customers, equipping participants with skills to stay calm, de-escalate conflict, and resolve financial disputes effectively across phone, email, or chat.
1. The Psychology of Complaints
Explore how emotions influence customer behaviour during financial stress, and tailor responses to reduce tension and guide conversations productively.
2. Empathy and Intent
Learn how to acknowledge emotions while transitioning to problem-solving, balancing empathy with assertiveness.
3. Handling the Most Difficult Customers
Develop vocal and behavioural techniques to de-escalate heightened emotions and manage hostile behaviour without compromising professionalism.
4. Group Practice
Engage in realistic role-play scenarios to apply key skills in a safe environment, building confidence and reinforcing learning.
5. Online Communication
Develop strategies for responding to customer concerns via email and chat. Learn how to write with clarity, empathy and professionalism.
About Your Trainer
The December 2025 Collections Foundations Training Course is designed and facilitated by Simon Blair, one of Australia’s most experienced trainers in customer service, contact centres and collections.
With over three decades of hands-on industry experience, Simon has trained and coached thousands of professionals across Australia. His approach blends empathy, professionalism and practical techniques — giving participants the confidence to manage sensitive financial conversations, secure positive outcomes, and protect customer relationships.
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Looking for a More Flexible & Affordable Option?
Live training delivers the fastest skill development, but we also offer a range of Self-Paced Online Courses that provide flexibility when time, budget, or scheduling are tight.
- Short, engaging video lessons you can complete anytime
- Workbooks, quizzes, and certificates of completion
- Courses covering debt collection skills, conflict management, negotiation and more
- Part of a growing library of 300+ on-demand programs
- Accessible anywhere, on any device
How and When It’s Delivered
The December 2025 Collections Foundations course is delivered live online, so you (or your employees) can join from anywhere — no travel required.
This is a public course, giving participants the opportunity to learn alongside peers from different industries. It’s a valuable way to hear fresh perspectives while building confidence in managing collections conversations.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Pricing and Payment Options
The December 2025 Collections Foundations Training Course is delivered live online over two 3-hour sessions, giving participants the opportunity to build and apply skills with minimal disruption.
You can book a single seat or enrol multiple employees.
💳 Both credit card and invoice payment options are available.
Seats are limited and fill quickly. We recommend booking early to secure your place.
