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Effective Telephone Collection Techniques

in Hemsley Fraser (England)

Hemsley Fraser

Hemsley Fraser is a global innovator and leader in learning and people development. We have the confidence to guarantee the success of our work and help organisations and people to succeed and improve...

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Course details

Type Course Duration 1 Day
Method / place Contact course provider Classes
Suitability Suitable for new and recently appointed credit controllers, and any staff who are new to the role of collecting outstanding trade debts on the telephone.
Price £479 + VAT
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Course programme

Effective Telephone Collection Techniques
The Role of the Credit Controller

  • Why good credit control is important to every business

  • Credit policy and how it affects telephone collections

  • Skills of the successful collector
The Key Steps to a Successful Call

  • Preparation

  • Opening and first impressions

  • Establishing the facts

  • Negotiating

  • Securing a payment promise

  • Close and follow-up
Communicating on the Telephone

  • Communicating and listening skills

  • The art of questioning

  • Getting your message across
Persuading Customers to Pay

  • Building relationships with customers

  • Getting to the decision maker

  • Negotiating and persuading tactics

  • Overcoming fear of asking for payment

  • Getting the right balance between rapport and assertiveness
Overcoming Excuses

  • Handling queries

  • Recognising excuses and delaying tactics

  • Providing solutions to non-payment

  • Taking follow-up action
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On Hemsley Fraser

Provider description
Hemsley Fraser is a global innovator and leader in learning and people development. We have the confidence to guarantee the success of our work and help organisations and people to succeed and improve through our innovative and robust learning solutions.

With a strong UK, European and North American presence and a global network of over 400 professionals, we bring a comprehensive range of people and organisational development capabilities to clients.

In an increasingly competitive environment where your people are often the key differentiator, you need to think beyond the norm and continually raise the level of talent and skills in the organisation. Hemsley Fraser provides learning and development solutions that help clients to become higher-performing organisations.

We develop learning solutions which:

* Help Airbus to build planes more efficiently at the forefront of technological innovation and the customer experience.
* Enable Norwich Union Life to deliver higher levels of customer satisfaction.
* Ensure that MBDA has an organisation wide learning programme, delivered with measurable effectiveness and efficiency and which directly supports its strategy as a global player in its market.
* Creates a large scale management capability to enable Royal Bank of Scotland Group to deliver operational and customer excellence, as one of the largest banking groups in the world.
* Distinguish West Bromwich Building Society as an award winning high performer in its sector, which has been achieved through the commitment of its people.

Our ability to think beyond learning distinguishes our approach and capability to make breakthrough performance a reality.

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