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Training Course Summary:

** THIS COURSE IS RUN ON DEMAND **

This foundation workshop, intended for new and inexperienced credit controllers and team members, is an opportunity to gain valuable knowledge and skills regarding the key fundamental activities of the credit control function. Whilst the course is primarily designed for those new to credit control, the content can be readily enhanced to cater for those already with some knowledge of credit and collections procedures but who would like to develop their skills still further.

Training Course Overview/Content:

Introduction and Objectives

Candidates should give their current level of credit

Experience and knowledge

Objectives of the day explored and explained

Part One - What is Consumer Credit Control?

Why have credit control?

The role and responsibilities of credit control

How the credit function fits into the bigger picture

Business objectives and the importance of cash flow

The ideal credit controller

Part Two - Measuring Credit Control and Individual Performance

DSO/Debtor Days

Aged Debt

Goals, targets and priorities

Monitoring performance and effectiveness

Measuring cash and cash flow

Part Three - Collecting Debt

The Call

Collection tools available

Collection strategies

Call planning

Successful telephone calls

Getting to the decision maker

Managing the collection process

Escalation techniques

Reasons for non payment
a) Excuses - Dealing with excuses
b) Reasons - Handling queries and issues

Part Four - Communication

Relationships with your customers

Relationships with sales and sales administration

Conflicting priorities

Handling conflict

Part Five - Time Management

Managing your day

Priorities

Meeting commitments

Being effective

Part Six - Pre Sale Activity

The need for credit limits

Credit vetting

Using agencies

Getting results

Part Seven - Other Matters

Retention of Title

Legal collections appreciation