What you will learn from this training course:
- Tools and approaches for handling different credit situations
- Confidence to manage difficult conversations correctly
- More win-win outcomes in your customer calls
- Reduced number of queries and disputes
- Improved customer satisfaction and retention.
Who this training course is for:
This training is suitable for anyone in a customer facing role, who wants to improve their communication skills. It offers best practice skills to assist credit controllers that are new to the role and works well as a refresher training for all credit staff who want a modern approach to communication in a credit setting.
What this training course will cover:
- Communication tools – selecting the right tool for the right situation.
- Customer relationship – best practice approach to building positive relationships
- Supporting and Influencing – tools and techniques to maximise success.
- Handling queries – difficult conversations and the root of the problem.
- Managing complaints and disputes – diffuse and resolve difficult situations.
This training session is aligned to the following CICM Professional Standards:
BS 3 Know your customer/client
PS 1 Communication and relationship-building
PS 2 Problem-solving and decision-making
PS 3 Support and influencing
PS 5 Team-working and leadership
B1 Inquiring; B3 Resolute; B4 Resilient; B5 Ethical
