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Credit Control - Debt Collection by Telephone

Course

Distance

Price on request

Description

  • Type

    Course

  • Methodology

    Distance Learning

To define different types of debtor and to choose the right approach. Plan the call. Make and control the call. Gain proof of payment intentions. Weigh up whether you are being manipulated. Maintain good customer relations. Suitable for: Accounts staff and others who have the responsibility for debt collection by telephone.

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Course programme

Objectives
To define different types of debtor and to choose the right approach. Plan the call. Make and control the call. Gain proof of payment intentions. Weigh up whether you are being manipulated. Maintain good customer relations.

Course Content
Your Role and Responsibility:
defining your role
purpose of credit control
your responsibility for the customer.

Communication Skills:
the words we use and how to speak effectively
the use of jargon
voice and personality projection
tact and initiative
two-way communication
understanding the needs of the customer - the art of asking questions.

The Debtor:
analysis of type
researching the facts
identifying the decision maker
the approach to adopt.

Planning the Call:
clarifying your objectives
what information do you have? what information do you need? what questions should you ask?

A Personal Approach:
understanding the other side's needs and motivation
interpersonal skills
selecting appropriate techniques to cope with situations ranging from selling ideas to managing conflict.

Assertiveness:
developing a positive and straightforward style
stating your case
making and refusing requests
dealing with negative feelings.

Making the Call:
getting past the receptionist
asking questions
handling objections
establishing the precise reason for non-payment
summarising
resolving any problems
gaining commitment
attaching precise deadlines
ensuring agreements are taken seriously.

The Follow-up:
effective note taking
agreeing action
ensuring you action any promises made
further follow-up calls.

Action Plan:
participants plan and discuss what they will do on return to work.


Credit Control - Debt Collection by Telephone

Price on request