Book your Effective Telephone Collection Techniques Training Course
This one day course is being run times on Wednesday 30th May 2012 and Thursday 29th November 2012 in London,
Book this course with us today from as little as £488.61 + VAT and with our price guarantee you can be confident of getting great value. Our team of experienced independent booking administrators will make the joining process painless and by providing feedback on your experiences you’ll also influence the Coursebookers independent course ratings.
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Locations/dates for this course
| Date | Provider | Location | Rating | Price | ||
|---|---|---|---|---|---|---|
| Wednesday 30 May 2012 | Hemsley Fraser | London |  | Save £60.39 | £488.61+VAT | |
| Thursday 29 November 2012 | Hemsley Fraser | London | | Save £60.39 | £488.61+VAT |
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Summary:
All the new credit controller needs to know to confidently and successfully collect payment over the phone.
This practical course concentrates on two areas vital to successful cash collection on the telephone: good technique and a confident approach. Using exercises and role play, delegates will learn how to organise and carry out calls so that they secure a customer commitment every time.
Audience:
Suitable for new and recently appointed credit controllers, and any staff who are new to the role of collecting outstanding trade debts on the telephone.
Objectives:
By the end of this course you will be able to:
- Recognise the importance of your role in the business.
- Use a well-organised approach to every stage of a collections call, from initial preparation through to follow-up actions.
- Recognise the importance of good verbal and vocal skills on the telephone and the impact it has on your success.
- Make well-managed collections calls with greater confidence.
- Recognise when customers are seeking to avoid payment.
- Use some basic techniques to overcome excuses.
- Get a payment commitment from every call.
Outline:
The Role of the Credit Controller
- Why good credit control is important to every business
- Credit policy and how it affects telephone collections
- Skills of the successful collector
The Key Steps to a Successful Call
- Preparation
- Opening and first impressions
- Establishing the facts
- Negotiating
- Securing a payment promise
- Close and follow-up
Communicating on the Telephone
- Communicating and listening skills
- The art of questioning
- Getting your message across
Persuading Customers to Pay
- Building relationships with customers
- Getting to the decision maker
- Negotiating and persuading tactics
- Overcoming fear of asking for payment
- Getting the right balance between rapport and assertiveness
Overcoming Excuses
- Handling queries
- Recognising excuses and delaying tactics
- Providing solutions to non-payment
- Taking follow-up action
Description:
This practical course concentrates on two areas vital to successful cash collection on the telephone: good technique and a confident approach. Using exercises and role play, delegates will learn how to organise and carry out calls so that they secure a customer commitment every time.
Hemsley Fraser
Hemsley Fraser is a highly dedicated global innovator and leader in learning and people development. All courses are designed and delivered by highly skilled and knowledgeable consultants who are passionate about helping people learn. With over 32,000 customers worldwide and with an impressive portfolio with courses in excess of 1,700 unique subjects.