Customer Service Skills: Credit Control Skills

Course Overview

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

Customer Service Skills: Credit Control Skills / CS-CCS