Credit control techniques
Starting dates and places
Description
Getting The Payments In Whilst Maintaining Customer Loyalty
Who Should Attend And Why
This workshop is designed both for new collectors as well as to refresh and increase the performance of more experienced collectors.
It will help participants develop the appropriate interpersonal and influencing skills to follow an effective process to collect overdue accounts whilst continuing a profitable relationship with the customers. The techniques in this workshop are designed to maximise the use of assertive motivation and identify and eliminate negative habits developed by the collectors.
By The End Of The Workshop Participants Will Be Able To:
Plan an ap…
Frequently asked questions
There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.
Getting The Payments In Whilst Maintaining Customer Loyalty
Who Should Attend And Why
This workshop is designed both for new collectors as well as to refresh and increase the performance of more experienced collectors.
It will help participants develop the appropriate interpersonal and influencing skills to follow an effective process to collect overdue accounts whilst continuing a profitable relationship with the customers. The techniques in this workshop are designed to maximise the use of assertive motivation and identify and eliminate negative habits developed by the collectors.
By The End Of The Workshop Participants Will Be Able To:
Plan an appropriate strategy for collection calls
Project a positive, professional but appropriately determined attitude
Use motivation rather than coercion as a persuasion method
Collect the payments and maintain a profitable relationship with the client
Effectively handle evasion and attack and defend behaviours from the debtor
Enhance the organisations customer service image whilst proactively collecting overdue accounts
Workshop Overview
Introduction
Credit control - process, strategy and psychology
Applied Psychology and Your Interpersonal Skills
Individual Styles
The similarities and differences between people
Your personal style and how others perceive you
The differing needs of differing styles
Building rapport and using empathy to make progress
Your Telephone Voice
Importance of strong interpersonal skills
First impressions and personal effectiveness
Voice quality, inflection and pacing
Listening Skills
Types of listening, improving listening skills
Levels of, and barriers to, listening
What the customer is really "saying" when under stress
Language clues and indicators
Common Difficulties
How communication can break down during the call
Avoiding misinterpretations
The main reasons for not paying
Dealing with evasion, delays, complainers and objectors
Meeting Customer Needs
Dealing with customers in a variety of emotional states
Holding back ones own emotions when confronted with angry or
abusive customers
Guiding the customer to a state in which there is a willingness to
pay
The Collection Process
Setting objectives and determining outcomes for the call
Planning a range of objectives for the call, both for collecting
the debt and for developing personal effectiveness.
Pre-call planning, the basic steps of collection
calls
Using all known information to approach the call professionally
Getting through to the right person
Different approaches for getting to the right person
Your opening statement
Using approaches that don't include assumptions
Precision questioning
The key skills to ensure that the collector has all the right
facts
Handling objections
Stalling techniques or real objections, whether they are general or
specific they need to be overcome – this process works
Transition to payment arrangement
Professionally moving the discussion from the facts to actions
Getting Results
Obtaining commitment to bring the account up to date
Negotiating an agreement
Closing the call
Professional ways of closing a call and reminding the debtor of the
commitment they have just made
Personal Action Plan
Each delegate will prepare a personal development plan based on
collection 'competencies' to enable them to continue their
professional development in the workplace
Share your review
Do you have experience with this course? Submit your review and help other people make the right choice. As a thank you for your effort we will donate £1.- to Stichting Edukans.There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.