Categories: Credit/Debt Control ,  Customer Service

Customer Service for Credit Control.

About the Course:
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