Course Overview
Calling people to remind them that they owe money is a task that few look forward to, and one of the most difficult situations in which to remain on the customer’s side. It is important to ensure that you get customers to agree to pay the money they owe, but to do it in such a way that a positive working relationship is maintained.
Where a debt is owed, often many debts are owed by the debtor, and the pool from which to pay them back can be limited. This can cause a rise in pressure and stress for the debtor which can trigger conflict and difficult conversations can ensue. A skilful credit controller will succeed in ensuring their debt is one that is settled ahead of others, and at the same time, maintain a healthy relationship with their client.
This course will equip delegates with a range of enhanced communication skills to enable them to effectively collect debt by phone. These skills can be used to make sure that they are not only more effective at collecting money from customers but also maintain positive working relationships.
Please note, this course can be delivered either virtually, face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.
Typical learning outcomes
- Define different types of debtor and choose the right approach
- Plan the call
- Understand how to make and control the call
- Gain proof of payment intentions
- Weigh up whether you are being manipulated
- Employ techniques to maintain good customer relations
- Learn techniques to handle objections
- Increase confidence and competence in collecting debt
- Develop a personal action plan
Course format options
Other Customer Service and Sales Courses
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