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Training Course Summary:

Outline: Credit control is a vital element for any organisation in controlling their cash flow and reducing the risks of providing credit to late paying or non-paying customers. This course has been designed specifically for those working in a credit control role who wish to improve their ability and effectiveness when making the all important customer contacts which are such a vital part of credit control.

Who should attend? Anyone who handles credit control issues with customers.

Course Objectives:
Why Exceptional Customer Service is important
Being assertive and still giving good service
Controllong the call
Disagreeing agreeably
Working to a solution with the customer
Course Overview:
What is Exceptional service and how can we achieve it?
The 6 essential rules of customer care
Behaviours we must avoid: list of attacking and defensive behaviours
Using clear, positive communication when addressing customers
Creating rapport: responding to different personality types
Listening skills
Controlling the call
The differences between assertion, aggression, and submissiveness
How assertive are you?
The benefits of using assertive behaviour
How to react to aggressive behaviour and take control of difficult situations
Being assertive and still delivering Exceptional Customer Service
Knowing your rights
Saying "No" when you have to
Handling common credit control excuses
Maintaining the customer relationship
Disagreeing agreeably
Reaching an agreeable solution