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Credit Control
Finance
 Next available Norwich date: 05 March 2012   |
Course Aims:
In the current economic climate, it is more important than ever to get paid on time. But how do you do this successfully, without losing customer loyalty?
This comprehensive and practical course covers all aspects of credit control. It enables delegates to feel more confident when asking for money and dealing with confrontations. By using effective credit control techniques, your company will reduce bad debts and keep the money where it's needed most...in your company!
This course deals with debt collection; looking at different techniques; questioning skills and confidence building to gain a positive outcome to help the business succeed.
Assumed Knowledge:
No previous knowledge is required.
Profile Outline:
Credit Control
- The role of a Credit Controller
- The Credit Control Process
- Understanding your Customer's needs
Listening Skills
- Steps for effective listening
- Practical Exercises
Questioning Skills
- Practical questioning techniques
- Phrasing open and closed
Confidence and Assertiveness
- Confidence building
- What is 'Assertiveness' and why it's important
- The impact of assertive behaviour
Confident Language
- Using the correct words
- Powerful phases to get your message across
- Phrases to use with confidence
- Language to avoid
Preparing for the Call
- First Impressions
- Information gathering & question
- Importance of voice
- Vocal techniques
Common Difficulties
- Dealing with a variety of clients
- The many reasons for non-payment
- Dealing with evasion, delays and complainers
- Dealing with the difficult customers
Making the Call
- Asking for payment
- Guiding the customer to a state in which they will agree payment
- Engaging with people
- Structure of a call
Negotiating Skills
- Understanding the 'Rule of Reciprocity'
- Levels of negotiation
Legal Procedures
- Small Claims Court & Debt Collection Agencies
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