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.
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.

Included with your course
We provide the following with online and training centre delivered courses.

• Course notes
• Certificate of attendance

Online Delivery
A link to the online training platform will be sent before the course, simply click the link and follow the instructions.

• See Virtual / Remote training information for more details
• Contact us if you'd like to test the platform before the morning of the course
• You can be located anywhere in the world with an internet connection and your computer

Our Training Centres
For training courses run at one of our training centres we include.

• Free onsite parking - directions for Norwich
• Lunch at a local restaurant or the training venue and refreshments all day
• Notepad, pen and Polos

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

Download the full course profile: Credit control