Confident Collections- Mastering Credit Control Communication & Process
Confident Collections: Mastering Credit Control Communication & Process is a practical programme designed for employees who manage payment follow-ups alongside their administrative, finance or customer service responsibilities.
The programme equips participants with a structured credit control process and effective communication techniques to conduct collection calls confidently and professionally. Through practical frameworks, realistic scenarios, call simulations and useful tracking tools, participants will learn to improve payment recovery while maintaining positive customer relationships and managing their daily responsibilities efficiently.
Learning Outcomes
Learning Outcomes
By the end of the programme, participants will be able to:
(i) Explain the importance of credit control in supporting healthy business cash flow.
(ii) Apply a structured, step-by-step credit control process.
(iii) Conduct collection calls confidently and professionally.
(iv) Use active listening and effective questioning during payment discussions.
(v) Handle excuses, objections and difficult customers professionally.
(vi) Negotiate payment arrangements and secure clear commitments.
(vii) Prioritise accounts and systematically track outstanding payments.
(viii) Maintain positive customer relationships while enforcing payment discipline.
Course Details
Trainer
Industries: Oil & Gas, Investment Management & Financial Services, Logistics, Manufacturing, Plantation, Public Transportation & Infrastructure Services, Hospitality, Medical, Construction, Property Development & Facility Management. Automotive, Defense & Security
Shanizam Samsuri is an HRD Corp Accredited Trainer, Certified Associate Coach (ICF),Certified Competency-Based Assessor and Lean Six Sigma Green Belt professional with over 30 years of leadership and corporate experience in PETRONAS, including an international assignment in Sudan.
Throughout his career, he has held leadership and management roles across Strategic Communications, Human Resources, Finance, Education, Internal Audit, and International Business Ventures, providing him with extensive experience in people development, stakeholder management, organisational effectiveness, and business operations.
Shanizam specialises in Leadership, Communication, Coaching, Customer Service, Human Resources, Finance for Non-Finance, and Personal Effectiveness programmes. He has successfully facilitated training and development initiatives for organisations such as PETRONAS, PROTON, Khazanah Nasional, PRASARANA, Royal Malaysian Air Force, Boustead Heavy Industries, AON Group, NAFAS, SME Corp Malaysia, IOI Group, UOA Group, Permodalan BSN, Suruhanjaya Perkhidmatan Air Negara, Aerodarat, VFIVE, Kumon, Osstem, Daxonet, Shoraka Group and other various public and private sector organisations.
To date, he has facilitated more than 70 training programmes, conducted over 400 interviews and competency assessments, and accumulated more than 100 coaching hours with professionals at various levels, from emerging talents to senior leaders.
Known for his practical, engaging, and highly interactive facilitation style, Shanizam combines real-life corporate experiences, case studies, group activities, coaching techniques, and workplace simulations to ensure learning is relevant, impactful, and immediately applicable.
His guiding philosophy is:
“Training should not only be informative, but transformative — practical, engaging, and sustainable beyond the classroom.”
Evaluation Summary
Evaluations are collected through private QR links shared by trainers after actual training sessions.