Customer Service For Credit Control Training Course

This course is for for credit controllers and credit control managers who want to fine tune their customer service skills or start from the basics. 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 length = 1 day(s) ~ covering:-

• 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

Course Fee = £499

Scheduled course dates

May 2008 June 2008 July 2008 August 2008 September 2008 27 - - 20 -