Customer Service for Credit Control

Reed Learning
London, United Kingdom

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' Positive and assertive interaction with customers by credit control is essential to making sure you get paid whilst still maintaining good relations and customer loyalty. The course will assess how assertive delegates are, demonstrate how to react to aggressive behaviour and teach skills to help you take control and ensure positive outcomes every time.

Course Overview
�The six essential rules of customer care, identify exceptional customer service and achieve it
�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 whilst maintaining exceptional customer service
�How to react to aggressive behaviour and take control of difficult situations
�Knowing your rights
�Handling common credit control excuses and saying ‘no�when you have to
�Maintaining the customer relationship
�Disagreeing agreeably
�Reaching an agreeable solution

What do I get out of it?
�Excellent customer service skills to retain customers
�Techniques to control the call, achieve objectives and still provide a good customer experience
�Checklist of behaviours to avoid
�Listening skills to develop rapport with different personality types
...''

Phone:0800 132 448

School Address:

9 Kingsway, London, WC2B 6XF UK

Jobs & Resumes: London
Houses & Roommates: London

Cost Reduction with Improved Service and Performance: CRISP
Flexible Planning and Rolling Forecasts
Investment Appraisal
Key Management Accounting Techniques
Management Accountancy in Publicly Funded Organisations
Spreadsheet Skills for Forecasting, Planning and Budgeting
Strategic Management Accounting
The Hidden Profit and Loss Account
Transforming the Finance Operation
Conflict Resolution
Managing in a Call Centre
Face To Face Selling
Telesales
Advanced Budgeting
Applying Business Process Improvement
Company Accounting in the USA
Corporate governance, CSR and audit risk
Receivables Management
Faster financial closing

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