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Manage Overdue Customer Accounts


Course Outline and Topics

Course Overview

One of the least enjoyable, and arguably most dreaded, tasks in business is following up on unpaid customer accounts; but with the right processes in place it doesn’t need to be stressful. In Manage Overdue Customer Accounts you will gain the skills and knowledge required to correctly initiate and complete the debt collection process.

In this online debt collection course, you will also learn how to identify customers requiring collection activity, establish contact with customers and attempt to resolve outstanding payment matters, negotiate resolution and monitor agreements to ensure adherence.

On completion of this course, you will feel empowered to professionally manage overdue customer accounts with ease.

Course Structure

Unit - Manage overdue customer accounts

  • Default terms
  • Doubtful or bad debts
  • Overdue account reporting
  • Credit procedures
  • Internal escalation procedures
  • Consumer credit code
  • Establish customer contact
  • Resolve outstanding payment
  • Have detailed facts in front of you
  • Collection procedure flowchart
  • Telephone technique
  • Establish rapport with customer
  • Negotiating payments
  • Resolving issues
  • Consumer credit note
  • Contract law
  • Advise customer of legal action
  • Assess debtor’s response
  • Resolution techniques
  • Credit policy
  • Record details of customer contact
  • Monitor customer agreements
  • Identify bad debt
  • Breaches of agreements
  • Debt collection agencies
  • Legal action
  • Credit listing
  • Debt recovery codes
  • Escalate / refer outstanding payments
  • Product return process
  • Limits of delegated authority


Written assignments and exercises, including short-answer questions, reports/essays and projects. There are no examinations or due dates for assessment.


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Payment Information

Certificate Course



  • Professional development that is widely recognised and respected;
  • Improve your employment opportunities;
  • Study online, anywhere via our elearning system;
  • High-quality professional development programs written by industry experts;
  • No entry requirements;
  • All course materials provided online – no textbooks to buy;
  • Unlimited tutor support;
  • Easy to understand course content;
  • Unlimited enrolment with no expiry;
  • Certificate of Attainment/Completion issued for your CV (hard copy provided); and
  • Course may be tax deductible; see your tax advisor.

Career Pathways

Future growth




Professional Development for:-

  • Bookkeeper
  • Office Administrator
  • Accounts Clerk
  • Credit Officer
  • Includes unlimited access
  • Full up-front payment only