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'Excellence is not a matter of chance but of choice'Telephone Collection TechniquesDesigned for both new and experienced controllers/collectors. Will give your newest members valuable knowledge, techniques and skills to help them maximise their collection effort. Also benefits your most experienced team players by giving them an opportunity to review and enhance their current collection strategies and methods. The Cost of Credit This deals with DSO (Days Sales Outstanding). A measure of the efficiency of the credit department directly related to speed of collection, and its effect on the business The Ideal Credit Controller Attendees are asked to give their thoughts on the behavioural quality, skills, aptitude and abilities of the ideal credit controller 3 Keys Reasons For Non Payment (1) What are the reasons? Interactive session Collection Tools Available To Us What is available to us for the collection of outstanding debt Interactive session Call Planning Exercise Workshop - planning your telephone calls. Questions, gathering information. Planning outcome and results. The Successful Telephone Call Workshop Opening and body of the call and closing effectively Techniques and strategies for controlling the call Dealing effectively with delaying tactics Handling the reasons for non payment Valuable tips and techniques Other Collection Methods Interactive discussion on other methods of collection Escalation How and when to escalate problem issues effectively - both internally and externally Interactive session Reasons For Non Payment (2) Role play - Imaginary telephone calls to your own problem customers. Exploring and putting into practice new skills and techniques Logic, Emotion and Power Dealing with excuses The use of Logic, Emotion and Power to make your collections more effective. Interactive discussion on the above Closing Session Open discussion of the day's events with final wrap-up by the trainer Please e-mail: enquire@ccstraining.co.uk for further information or to discuss requirements. |
