€104.28 – €130.20

Event Information

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Location

Location

The Mill Enterprise Centre

New Road Link

Greenhills

Drogheda

Ireland

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Refund Policy

Refund Policy

Refunds up to 7 days before event

Event description

Description

Programme Overview

Learn how to deal effectively with the common problem of overdue accounts while maintaining positive customer relations. The course focuses on the importance of good communication and negotiation skills via e mail and telephone to ensure prompt payment of part or full amount. The course will help learners adapt their communication style, to be aware of communication barriers and to learn techniques to overcome them and show empathy. This course will give you the skills to manage your credit control effectively.

Learning Outcomes

By the end of the course each learner will be able to:

• Tackle their ledger with more confidence and increase the number of bad debts resolved

• Understand the importance of identifying the decision maker in the payment process

• Understand the importance of customer service throughout the collection process

• Be aware of the barriers to communication and techniques to overcome them

• Understand how working relationships can be improved with communication

• Adapt their communication style for different situations and cultures

• Handle objections and stalls more effectively

• Better assess each debtors ability to pay and negotiate realistic repayment schedules

• Follow a step by step approach to handling tough debts

Listing of Training Options | M1 Skillnet 72llnet 72

Who is the course for

This course is suitable for credit control teams, finance or administrative staff are responsible for credit control, debt collection and customer service.


Modules

MODULE 1: BALANCING GOOD CREDIT CONTROL WITH GOOD CUSTOMER SERVICE

• Understanding the need for credit

• Reducing the risk of bad debts

• Psychology of Cash Collection


MODULE 2: EFFECTIVE COMMUNICATION TECHNIQUES

• Adapting your communication style for different situations and cultures

• Understanding the impact of verbal and non-verbal communication on the message you are trying to deliver

• Knowing when to be forceful and when to step back

• Making the transition to the payment arrangement, handing objections

• Follow up - emails/letters/keeping records/evaluating the call

MODULE 3: USEFUL NEGOTIATION TACTICS AND TECHNIQUES

• Techniques for opening and developing negotiations

• Assessing the balance of power

• Questioning and listening skills - keeping yourself ahead

• How to negotiate creatively

• How to avoid weakening your position

• Giving and getting concessions

• How to achieve win-win scenarios

MODULE 4: COLLECTING TOUGH DEBTS

• Determining "Can't Pay" versus "Won't Pay"

• Knowing when to escalate

• Problem Solving techniques


Trainer Profile

Larry Power from DCM Learning

Larry is an extensively qualified and professional trainer. He provides a wide range of Business and Accounting Training to our clients in the SME sector. In the present economic climate, he specialises in Cash Flow management to ensure that the business has adequate financial resources and is efficiently managing its working capital.

Some of Larry's qualifications and affiliations include:

  • Degree in Commerce, Accounting and Finance from UCD

Fellow member of the Charted Institute Management

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Date and Time

Location

The Mill Enterprise Centre

New Road Link

Greenhills

Drogheda

Ireland

View Map

Refund Policy

Refunds up to 7 days before event

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