On course for success

Handling Hardcore Debtors

Programme Overview

The harsh reality is that not all debtors are polite and willing to pay. This situation becomes a source of stress and frustration for customer-facing agents and staffs.

This programme will provide an opportunity for participants to learn new ideas and method for their next encounter with a ‘fire breathing dragon’ debtor. Participants will also create a job aid which incorporates the lessons and strategies obtained during the programme as a reference for handling future difficult debtors and the stress that could arise from it.

Programme Objectives

  • Counter customers 3 main attack strategies
  • Study why customers become “hardcore” in the first place
  • Use L.E.S.T.E.R to handle hardcore customers

Programme Outline

Module 1: Why are Hardcore Customers Hardcore?
  • Are you hardcore too?
  • Staying cool under fire
  • Difference between positions vs. interests
  • Understanding the ‘Why?’
Module 2: Countering Handcore customers with L.E.S.T.E.R.
  • Countering hardcore customers with L.E.S.T.E.R.
  • Key words and phrases
  • Identifying feelings
  • Saying “no” via the U.S.S. method
  • Practicing with L.E.S.T.E.R
  • Drawing L.E.S.T.E.R.

Who should attend

  • Customer Service professionals
  • Call Centre Agents
  • Collectors

Your Investment

Stakeholders *

  • Early Bird Price (Deadline 20 Dec 2020): BND 500
  • Normal Price: BND 600 (5% SBS)


  • Early Bird Price (Deadline 20 Dec 2020): BND 650
  • Normal Price: BND 750

* Stakeholders are participants from MOFE, AMBD and all domestic banks in Brunei Darussalam.


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