Collecting past due debts is time‐consuming, stressful and reduces overall productivity. The course is designed to assist utility service personnel in collecting with a maximum ROI and minimum hassle while remaining within compliance with rules and regulations. This module presents tips and techniques to increase the effectiveness of communication regarding billing processes, past due collections and disconnections. It also defines the roles of each employee involved in this process from customer service representatives to billing clerks to collection representatives to outside service personnel.

Attendees will learn about the dynamics that exist in dealing with customers who are habitual late payers or who have had their electric service discontinued. A discussion of do’s and don’ts in collection activity will lead to better business practices and more success in applying policies in an equitable manner while adhering to the letter of the law in such activities.

Class Agenda:

Introduction
Critical Issues for Utilities
Class Exercise #1: Policies, Processes and Practices for Initiating Service
Class Exercise #2: Policies, Processes and Practices for Billing, Collections and Disconnections Challenges in Credit and Collections
Regulatory Agencies and Laws that Affect Utilities
Collection Do’s and Don’ts
Appropriate Responses: Delinquent Customers are NOT all alike!
Best Practice Strategies: Communication and Consistency
Special Situations: Bankruptcies, Threats, Criminal vs. Civil Cases
Action Plans for Participants