Introduction
credit control - process, strategy and psychology
Your Telephone Voice
importance of strong interpersonal skills
first impressions and personal effectiveness
voice quality, inflection and pacing
Listening Skills
types of listening, improving listening skills
levels of, and barriers to, listening
what the customer is really "saying" when under
stress
Common Difficulties
how communication can break down during the call
avoiding misinterpretations
the main reasons for not paying
dealing with evasion, delays, complainers and objectors
Meeting Customer Needs
dealing with customers in a variety of emotional states
holding back ones own emotions when confronted with angry
or abusive
customers
guiding the customer to a state in which there is a willingness
to pay
Telephone Collection Skills
pre-call planning, the basic steps of collection calls
getting through to the right person
your opening statement
precision questioning
handling objections
transition to payment arrangement
Getting Results
obtaining commitment to bring the account up to date
negotiating an agreement
closing the call
Personal Action Plan
each delegate writes their own action plan to enable them
to transfer their skills to the workplace
