Improve your Credit Control skills

Credit Control

Credit Control comprises the following:

  • Explains about communication, tone, modulation and body language.
  • How to deal with various difficult customer types including the non stop talking custmer, angry customers, know-it-all customers and customers with a language barrier.
  • You will learn a number of techniques in dealing with these types of customers.
  • You will learn about de-escalation techniques, understanding emotions and more ways to manage difficult customers.
  • You will learn the background for some of the reasons people become emotional, steps to assist them and things you can say.
    Important aspects around communication and in particular how to listen more effectively.
  • You will learn about the stages of negotiation, a beneficial outcome and useful tactics in a negotiation.
  • We examine the main questioning skills and how to use them for effective conversation control. Open, closed, leading, echoic, rhetorical and clarifying questions are all explained.
  • We explain what the benefits and best techniques are for demonstrating great telephone call control. This will help in reducing call times and unwanted additional calls.

Course Information

Credit Control

1 month of access