Customer Service for Credit Control

Customer Service for Credit Control - information at a glance

What is this course about?
Who would benefit?
Objectives
Key topics covered
Duration
 

What is this course about?

All companies are in the business of making money. Contracts can be established but if customers do not pay in an agreed time frame then the Profit and Loss account will suffer.

 

This one day course is designed to support those responsible for making sure money is received for goods and services. It will introduce techniques to enhance the payment process and encourage constructive attitudes and actions when dealing with delays.

 

Individuals will see the importance of their role in the process of minimising the risk of late payers and bad debts and that they are part of the team generating value for the company.

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Who would benefit?

Anyone involved in credit control within their organisation.

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Objectives

At the end of the course, those attending will have:

• Understood the procedures in their system
• Seen where they fit in
• A shared understanding of the company's philosophy
• Evaluated the difference between a passive, aggressive or an assertive approach
• Identified with whom they need to build rapport
• Developed techniques for opening conversations and getting specific commitment from customers without alienating them
• Established what to do when they hit a 'brick wall' and matters must be escalated

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Key topics covered

1. Introduction

• Personal introductions
• Objectives
• Flavour of the day

2. The payment tracking system

• The system
• Relationships - customers and business partners
• Your role in the system - its significance in customer handling

3. Customer handling

• The ingredients and benefits of excellent client handling
• Some Company watchwords
• The Company's attitude and target protocol

4. Communication styles and their consequences

• Differences between assertive, aggressive and submissive behaviour
• The outcomes of different styles
• An assertiveness charter
• An assertive framework for clear, positive communication

5. Call management and control

• Who to get to know and who does what
• First things first - establishing parameters of responsibility and preparing for the call
• Setting the Scene - opening and building rapport
• Controlling the call assertively - Statements / Questions / Checkbacks / Other powerful options
• Getting responses
• Concluding the call to generate action

6. Managing more difficult situations

• Listening openly and non-judgmentally
• Handling common excuses
• Persuading and influencing - what to use on whom
• The broken record technique
• Reaching an agreeable solution

7. Escalation

• Who deals with what?
• What happens next?
• Outside agencies - what they do and how they do it

8. Action

• Action points
• Outstanding queries
• The next step

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Duration

1 day