CREDIT CONTROL TECHNIQUES - Getting The Payments In Whilst M

CREDIT CONTROL TECHNIQUES - Getting The Payments In Whilst Maintaining Customer Loyalty






Who Should Attend And Why




This workshop is designed to help participants build confidence and develop the necessary skills and techniques in order to collect an overdue account whilst continuing a profitable relationship with the customer.






By The End Of The Workshop Participants Will Be Able To:




Plan an appropriate strategy for collection calls


Project a positive, professional but appropriately determined attitude


Use motivation rather than coercion as a persuasion method


Collect the payments and maintain a profitable relationship with the client






Workshop Overview:




Introduction


- credit control – process, strategy and psychology




Your Telephone Voice


- importance of strong interpersonal skills


- first impressions and personal effectiveness


- voice quality, inflection and pacing




Listening Skills


- types of listening, improving listening skills


- levels of, and barriers to, listening


- what the customer is really “saying” when under stress




Common Difficulties


- how communication can break down during the call


- avoiding misinterpretations


- the main reasons for not paying


- dealing with evasion, delays, complainers and objectors




Meeting Customer Needs


- dealing with customers in a variety of emotional states


- holding back ones own emotions when confronted with angry or abusive customers


- guiding the customer to a state in which there is a willingness to pay







Telephone Collection Skills


- pre-call planning, the basic steps of collection calls


- getting through to the right person


- your opening statement


- precision questioning


- handling objections


- transition to payment arrangement




Getting Results


- obtaining commitment to bring the account up to date


- negotiating an agreement


- closing the call




Personal Action Plan


- each delegate writes their own action plan to enable them to transfer their skills to the workplace