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Credit Control - Telephone Collection Techniques
Telephone collections are a critical part of the debt collection process but often there is little or no guidance given to the employees responsible for the task. Making the call an effective and successful one is a huge challenge and if you don’t prepare for the call or approach it with the right attitude, techniques, communication skills and confidence, then often the debtor can take control.
This full-day course will guide you through this challenging task and enable you to improve your skills and effectiveness when dealing with debtors over the telephone. It will develop your skills in all of these key areas and help you dramatically improve your telephone collection performance while still maintaining a strong relationship with your customer. It is an interactive day and uses effective exercises to reinforce the knowledge gained.
It examines a number of successful techniques you should use and explains how to handle difficult customers and late payers. It will also demonstrate how you can spot the difference between excuses and real reasons for non-payment.
“Very interesting and informative course. I am feeling empowered and motivated in my role. Excellent guidance. Thank you.”
“I thought the course was engaging, informative and included a lot of simple improvements which can dramatically improve our work.”
Assistant Finance Manager
“Barry was very insightful and used his vast experience to change the way we think and the terminology used when talking to our clients.”
Key Account Manager
“Barry was very engaging, commanded the room well and kept my interest throughout. It was nice to see such personality from a tutor.”
“I have learnt a lot of new information that I can put into practice. Barry was an excellent teacher who explained things very well - it makes me have more confidence in chasing our customers and sponsors.”
“Fabulous day. Great energy from Barry - very well presented with a wealth of experience. It was very enjoyable and I learnt a great deal.”
“Barry was very informative and actually made it fun to learn more about credit control. I am looking forward to putting what I have learnt today in to practice. ”
This course will be of great benefit to anyone working in credit control - whether you are the sole person responsible or part of a larger team. If you are an experienced collector or someone relatively new to the role, this practical course will greatly enhance your skills.
It will also benefit anyone in more senior roles seeking a greater understanding of the principles of credit control in order to manage their organisation's process more effectively.
Barry has held a variety of line management positions in Customer Services and Credit Control and he now runs his own successful independent Credit Management Consultancy. He also has extensive experience of delivering training courses on all aspects of credit control. He is a Fellow of the Institute of Credit Management (FICM) and a Fellow of the Institute of Consulting (FCMC).