This course is for anyone involved in credit control. No prior knowledge is needed.

• Understand the credit control process and understand your customer's needs
• Improve your questioning and listening skills
• Understand how to use more confident language and be more assertive
• How to deal with common problems
• How to structure the call and negotiate efficiently
• Understand legal procedures

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

The course runs from 9:30am through to 4:30pm. Refreshments are available from 9am.

We provide:

• Full course material
• Certificate of attendance
• 90 days post course support
• Note pad and pen
• Polos!

Also includes:

• Free on-site parking
• Refreshments throughout the day
• Lunch at a local restaurant
• Free WiFi

Our Norwich on-site parking (NR3 1UB) is free and situated 5 minutes walk along the river to our training centre at St James Mill. If you arrive by train it is about 20 minutes on the Riverside walk or a short taxi ride to get to us. View full directions for Norwich and all our other venues.

You will learn in a relaxed environment with a small group of people. A specialist tutor will guide and encourage you through all the learning necessary to develop your skills and questions are always welcome.

• Assertiveness
• Influencing Skills
• Communication Skills
• Finance for Non-Financial Managers