Summary

Positive and assertive interaction with customers by credit control is essential in ensuring their organisations receive payment, whilst maintaining good customer relations and loyalty. The course helps you to maintain your professionalism when dealing with the emotive issues around debt and difficult customer behaviour. It will help you to take control and achieve positive outcomes.

Course Overview

• The essential principles of customer care and your role in the service process
• Different communication styles and their consequences (assertive, aggressive & submissive)
• Understanding Rights and Responsibilities
• 'First things First' – establishing clear parameters
• Using a clear, assertive framework for call control
• Creating rapport & listening actively
• How to handle aggressive behaviour and take control of difficult situations
• Responding to common credit control 'excuses'
• Disagreeing agreeably - saying 'no' when you have to

Course objectives

• A recognition of the significance your role in generating customers' cooperation, goodwill and loyalty
• A clear structure for controlling a call, achieving objectives, while still providing a good customer experience
• Listening skills to develop rapport to diffuse the situation
• Ways to handle common credit-control 'excuses'
• Assertive techniques to manage difficult behaviours