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Credit control is a vital element for any organisation in controlling their cash flow and reducing the risks of providing credit to late paying or non-paying customers. This course has been designed specifically for those working in a credit control role who wish to improve their ability and effectiveness when making the all important customer contacts which are such a vital part of credit control. Audience Anyone who handles credit control issues with customers. Skills Gained - Why Exceptional Customer Service is important
- Being assertive and still giving good service
- Controlling the call
- Disagreeing agreeably
- Working to a solution with the customer
Course Outline - What is Exceptional Service and how can we achieve it?
- The 6 essential rules of customer care
- 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
- How to react to aggressive behaviour and take control of difficult situations
- Being assertive and still delivering Exceptional Customer Service
- Knowing your rights
- Saying "No" when you have to
- Handling common credit control excuses
- Maintaining the customer relationship
- Disagreeing agreeably
- Reaching an agreeable solution
How to make a booking for the CS-CCS course
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