Financial Skills: Credit Control: Collection Programme

Course Overview

Learn how to get the money you are owed in a professional and organised way on this interactive workshop.

Participants leave the course able to

• Implement an effective collection programme in their own organisation
• Prioritise and plan their own time more effectively to maximise cash collection
• Get the results they want from telephone conversations with customers
• Produce successful reminder letters
• Identify when to take legal action on bad debts

You will practice the techniques covered during the course and build skills you can use right away.

Audience

This course is suitable for new credit controllers and for experienced credit controllers looking for a refresher and a best practice update.

Course Outline

BEST PRACTICE IN THE COLLECTION PROGRAMME

• Interpreting the aged debt report
• Using the aged debt report to prioritise key customer collections
• Making your invoices and customer correspondence work for you
• Liasing with the sales force
• Keeping close to the customer

TELEPHONE SKILLS

• Developing assertiveness and confidence
• Planning the call
• Questioning techniques
• 'The system's down' -common excuses and how to overcome them

• Maintaining good customer relations

EFFECTIVE REMINDERS

• The what, when, and who of effective reminder letters
• Using email, fax and customer visits encourage payment

DEALING WITH BAD DEBTS

• When to take legal action
• How to claim tax relief
• How to claim VAT relief

CREDIT CONTROL QUESTIONNAIRE

• Assess the effectiveness of cash collection procedures in your own organisation

Financial Skills: Credit Control: Collection Programme / CM9668