Healthy cash-flow is the life blood of every organisation. This course is designed to equip participants with the techniques and skills to effectively manage and control cash and debt collection while at the same time maintaining positive customer relations.
Effective telephone skills combined with good communication and persuasiveness skills are essential tools when dealing with credit management and debt collection issues.
On completion of the course participants will:
Manage credit and debt collection more effectively
Understand the importance of planning in the credit
management and debt collecting process.
Have a structure to follow when making calls
Maintain professionalism at all stages throughout a call
Be able to identify different customer types.
Be able to handle difficult customer situations
Handle customer excuses
Know how to identify problem accounts
Planning the calls
Checking debtors’ details
Examination of terms
Making the call
Introducing yourself and the reason for calling
Questioning to control the call
Committing the debtor to pay the account
Building on replies to suggest solutions
Emails and letters
Evaluating the calls