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Print PageCredit control and debt collection
Description:
Reduced cashflow due to non-collection of overdue accounts is a common problem for many businesses. This course shows how to deal with slow paying debtors while maintaining good customer relations. The course deals with interdepartmental cooperation, communication/control systems and overall policies in simple clear terms. It covers personal effectiveness skills for Credit Controllers and techniques to use the telephone and other communication tools for business advantage.
- Cost: €450.00
- Duration: 1 Day
- Cork Date: 28 Mar, 17 May
- Limerick Date: 12 Apr
- Dublin Date: 26 Jan, 29 Feb, 16 Apr
- This course is also available as a customised client specific course.
Prerequisites:
Participants will have a basic understanding of the Accounts Receivable & Debtors function within their organisation.
Who Should attend:
Participants will generally be new to the field of credit control & debt collection but the course would also be useful for people already working in the area who want to reappraise their approach to improve results.
BENEFITS FOR PARTICIPANTS:
Participants will:
• Gain a clear overview of how credit control & debt collection fits into business activities and the support systems required for effective credit control and cash collection.
• Understand the common goals shared with other departments and how these other departments can help in credit control & Debt Collection
• Agree on the key behaviours of an effective credit controller.
• Gain or rediscover at least two significant techniques & practices to improve their performance
• Commit to transfer the skills, knowledge and attitudes from the programme to the workplace to develop "best sustainable practice" in their work.
• Gain a clear overview of how credit control & debt collection fits into business activities and the support systems required for effective credit control and cash collection.
• Understand the common goals shared with other departments and how these other departments can help in credit control & Debt Collection
• Agree on the key behaviours of an effective credit controller.
• Gain or rediscover at least two significant techniques & practices to improve their performance
• Commit to transfer the skills, knowledge and attitudes from the programme to the workplace to develop "best sustainable practice" in their work.
CONTENT:
Credit Control & Debt Collection & Business Performance – the Big Picture:
Goal Of Credit Control & Debt Collection
Organisation Issues
Policy & Direction
Cooperation Between Departments
3 Key Tasks for People in Credit Control & Debt Collection
Organisation Issues
Policy & Direction
Cooperation Between Departments
3 Key Tasks for People in Credit Control & Debt Collection
Information & Control Systems:
A Checklist on your systems
Documentation & Controls
Right 1st time - Credit Checks
Information Issues
Documentation & Controls
Right 1st time - Credit Checks
Information Issues
You – The Credit Controller:
Your Motivation
Your Systematic 5 Step Approach
Your Communication Skills
How to use Questions
The “Good Collector”
Your Systematic 5 Step Approach
Your Communication Skills
How to use Questions
The “Good Collector”
About Debtors:
Debtor Types
Debtor Attitudes
The Debtor’s State of Mind
Debtor Attitudes
The Debtor’s State of Mind
Preparing for the Call:
7 Point Checklist
Contacts Check
Tactics Check
Attitude Check
The Right Attitude to Collection
Contacts Check
Tactics Check
Attitude Check
The Right Attitude to Collection
Making the call:
What can you do about it?
The Right Tone
Closing
Afterwards
The Right Tone
Closing
Afterwards
Attitudes, Styles and Techniques:
Assertive, Aggressive and Submissive
Speech & Voice
Words
Posture
Speech & Voice
Words
Posture
The Win-Win Approach:
Dealing with Resistance and Excuses:
How to Deal with Resistance
The Top Thirteen Excuses
Collection Call Checklist
The Top Thirteen Excuses
Collection Call Checklist
When all else fails – The Legal Process:
Review & Close:
What will you do or change?
Course Assessment
Course Assessment
What will you do or change?: