Effective Telephone Debt Collection Techniques

Overview

Master essential telephone techniques to deal effectively with credit control issues and improve your cashflow.

Who should attend

All people involved in credit control and the collection of money from customers/clients.

Course objectives

By the end of this course, you will be able to:

> Develop effective credit control techniques
> Open accounts
> Achieve accurate and timely invoicing
> Deal with queries
> Improve telephone collection techniques
> Deal with problems and overdue debts
> Implement recovery and legal procedures

Course content

Introduction to Debt Collection
> Understanding the role of Credit Control
> Understanding the importance and the impact of effective debt collection
> What makes a credit controller successful

Open New Accounts
> Gathering information and references
> The implications of company status
> Using credit limits
> Setting up ongoing procedures and avoiding pitfalls

Organise your Collection Techniques
> Choosing appropriate methods and tools to be used
> Call frequency and reaching the right person

Develop Effective Telephone Techniques
> Planning and preparing the call
> Opening and ensuring an excellent first impression
> Establishing the facts
> Developing active listening skills and questioning techniques
> Maintaining an assertive approach
> Dealing with objections - assertively
> Summarising - agreeing what is agreed
> Securing a payment promise
> Closing the call
> Targeting improvements

Write to Customers
> When, how often and what to include
> Dealing with replies
> Learning the appropriate vocabulary

Training Method
There will be a number of "role rehearsals", using telephone coaches, that will enable delegates to improve current techniques and adopt new ones.