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Customer Care in Credit Management

in Institute of Credit Management (England)

Classes Training

Place:

London

Price:

£380 + VAT Special offers 

Duration:

1 Day

Start:

10/03/2009 other dates
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Course objectives:

This practical interactive course is designed to help delegates develop positive communication and customer handling skills and to focus on their role in relationship management and managing customer expectations. It will also offer the opportunity to practice managing difficult customer situations with greater confidence.

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Course details

Type Training Duration 1 Day
Method / place Contact course provider Classes in London where
Suitability Credit staff who are in direct contact with internal and external customers either face to face or on the telephone and need to provide a professional customer care service and manage customer expectations.
Course objectives This practical interactive course is designed to help delegates develop positive communication and customer handling skills and to focus on their role in relationship management and managing customer expectations. It will also offer the opportunity to practice managing difficult customer situations with greater confidence.
Price £380 + VAT
Price details
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Course programme

Customer Care in Credit Management
Customer Care in Credit Management

Understanding your Role in Relationship Management and Managing Customer Expectations

 
 
Making the Difference
 
Explaining how to provide quality service to all customers and debtors
 
 
The Customer Led Approach
 
Making the customer feel valued, building rapport, trust and empathy
 
 Understanding the Customer’s Real ProblemsRoot cause and effect 
 
Developing Positive Customer Relationships
 
Getting around ‘don’t upset the customer’
 
 Recognise how Behaviour can Impact on Customers Tips for Making a Positive Impression and Projecting the Right Image 
 
Case Studies – dealing with Difficult Situations and Awkward Customers
 
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Venues and dates



Where London, Marble Arch
When Start: 10/03/2009 Finish: 10/03/2009 See calendar
 
Where London, Marble Arch
When Start: 16/06/2009 Finish: 16/06/2009 See calendar
 
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On Institute of Credit Management

Provider description
The Institute of Credit Management (ICM) is the largest professional credit management organisation in Europe. It represents the credit profession across trade, consumer and export credit, as well as in related activities such as collections, credit reporting, credit insurance and insolvency. A centre of expertise for all matters relating to credit management for more than 50 years, the ICM is the only such organisation accredited by the Qualifications and Curriculum Authority (QCA) as an awarding body. The ICM offers a range of services, including a recruitment consultancy, training, conferences and seminars, the industry leading Credit Management magazine, bookshop, technical advisory service and 26 local branches.

The ICM's Mission: The Institute Credit Management (ICM) promotes excellence in credit management and raises awareness of its vital role in business and the community.

The ICM's Vision: To empower the credit profession by:

* being the centre of expertise for credit management.
* gaining universal recognition that sound credit management keeps business in business.
* maintaining relevant and up-to-date qualifications and occupational standards.
* being recognised and respected as its voice.
* supporting the career development of all people who work in credit management.
* improving skills and standards through a growing membership.
* continuously improving our products and services and being the first-choice provider.
* promoting credit management through local, national and international networks.

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