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Customer Service for Credit Control

Duration:1 Day
Cost:€384 + VAT
Ref:CSC

This course will give you the skills you need to manage customer relationships and recover bad debt.

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Cost €384.00 Duration 1 day Code CSC

Who is it for

A course for credit controllers and credit control managers who want to fine tune their customer service skills or start from the basics.

What is it about

Positive and assertive interaction with customers by credit control is essential to making sure you get paid whilst still maintaining good relations and customer loyalty. The course will assess how assertive delegates are, demonstrate how to react to aggressive behaviour and teach skills to help you take control and ensure positive outcomes every time.

Course Overview

The six essential rules of customer care, identify exceptional customer service and achieve it
Behaviours we must avoid: list of attacking and defensive behaviours
Using clear, positive communication when addressing customers
Creating rapport: responding to different personality types
Listening skills
Controlling the call
The differences between assertion, aggression and submissiveness
How assertive are you?
The benefits of using assertive behaviour whilst maintaining exceptional customer service
How to react to aggressive behaviour and take control of difficult situations
Knowing your rights
Handling common credit control excuses and saying ‘no’ when you have to
Maintaining the customer relationship
Disagreeing agreeably
Reaching an agreeable solution

What will I get out of it?

Excellent customer service skills to retain customers
Techniques to control the call, achieve objectives and still provide a good customer experience
Checklist of behaviours to avoid
Listening skills to develop rapport with different personality types