Customer Service in Credit Control Course Programme

Duration

1 day

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.

Who would benefit?

Anyone involved in credit control within their organisation.

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

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

Other areas of interest

 

Delegates who have attended this training course have also been interested in the following other areas:

Dealing with Difficult Customers                                  Excellence in Customer Service

The Written Skills of Customer Service                        Customer Service on the phone

In-Company Training

This customer service training course can be delivered on an in-company basis for up to 12 delegates focusing completely on your organisation's exact credit control scenarios including the most common reasons for late payment.

 

To discuss your requirements in more detail please call 0845 130 5714, email info@ga-training.com or use our short online contact form and one of the team will be delighted to take a more detailed brief from you.

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GA Training’s customer service training courses will be designed to suit your exact requirements. Choose from a tailored programme from one of our existing portfolio of courses or if you want something a bit more bespoke we will design a course just for you.