Effective Credit Control

Effective Credit Control

One Day Course

Course Aims:

In the current economic climate, it is more important than ever to get paid on time. But how do you do this successfully, without losing customer loyalty?

This comprehensive and practical course covers all aspects of credit control. It enables delegates to feel more confident when asking for money and dealing with confrontations. By using effective credit control techniques, your company will reduce bad debts and keep the money where it’s needed most…in your company!

This course deals with debt collection; looking at different techniques; questioning skills and confidence building to gain a positive outcome to help the business succeed.

Course Outline:

Credit Control

· The role of a Credit Controller

· The Credit Control Process

· Understanding your Customer’s needs

Listening Skills

· Steps for effective listening

· Practical Exercises

Questioning Skills

· Practical questioning techniques

· Phrasing open and closed

Confidence and Assertiveness

· Confidence building

· What is ‘Assertiveness’ and why it’s important

· The impact of assertive behaviour

Confident Language

· Using the correct words

· Powerful phases to get your message across

· Phrases to use with confidence

· Language to avoid

Preparing for the Call

· First Impressions

· Information gathering & question

· Importance of voice

· Vocal techniques

Common Difficulties

· Dealing with a variety of clients

· The many reasons for non-payment

· Dealing with evasion, delays and complainers

· Dealing with the difficult customers

Making the Call

· Asking for payment

· Guiding the customer to a state in which they will agree payment

· Engaging with people

· Structure of a call

Negotiating Skills

· Understanding the ‘Rule of Reciprocity’

· Levels of negotiation

Legal Procedures

· Small Claims Court & Debt Collection Agencies