45 Credit Controller courses

The role of a Purchase Ledger Clerk is pivotal for any business striving for fiscal integrity. In the UK, the demand for this role is on a steady rise, with a salary range typically between £18,000 to £25,000 per annum. As businesses are perpetually evolving, a comprehensive understanding of purchase ledger management is crucial. Introducing our "Purchase Ledger Clerk" course - a comprehensive guide designed to enhance your understanding of purchase ledger. This course covers the foundational principles of purchase ledger, its significance in business finance, the key skills required for effective management, and even offers insights into the future - the transition to a paperless purchase ledger environment. Key Highlights of the Purchase Ledger Clerk Course: Lifetime access to Purchase Ledger Clerk course materials Full tutor support is available from Monday to Friday with the Purchase Ledger Clerk course Learn Purchase Ledger Clerk skills at your own pace from the comfort of your home Gain a complete understanding of Purchase Ledger Clerk course Accessible, informative Purchase Ledger Clerk learning modules designed by expert instructors Get 24/7 help or advice from our email and live chat teams with the Purchase Ledger Clerk bundle A 100% learning satisfaction guarantee with your Purchase Ledger Clerk course Curriculum Breakdown of the Purchase Ledger Clerk Course Module 01: Introduction to Purchase Ledger Module 02: Importance of Purchase Ledger Module 03: Skills for Purchase Ledger Management Module 04: Purchase Ledger Control Account Module 05: Managing Purchase Ledger Successfully Module 06: Reconciliation Module 07: The Key to a Paperless Purchase Ledger World Learning Outcomes Understand the basics of purchase ledger. Grasp the importance of purchase ledger in businesses. Master skills necessary for ledger management. Acquire knowledge about Purchase Ledger Control Account. Learn techniques for successful ledger management. Gain expertise in reconciliation procedures. Familiarise with the concept of a paperless ledger world. CPD 10 CPD hours / points Accredited by CPD Quality Standards Who is this course for? The Purchase Ledger Clerk course helps aspiring professionals who want to obtain the knowledge and familiarise themselves with the skillsets to pursue a career in Purchase Ledger Clerk. Requirements To enrol in this Purchase Ledger Clerk course, all you need is a basic understanding of the English Language and an internet connection. Career path The Purchase Ledger Clerk course will enhance your knowledge and improve your confidence in exploring opportunities in various sectors. Purchase Ledger Clerk: £18K to £25K per year Assistant Accountant: £20K to £30K per year Finance Manager: £30K to £55K per year Accounts Payable Clerk: £19K to £28K per year Financial Controller: £40K to £70K per year Certificates CPD Accredited PDF Certificate Digital certificate - Included CPD Accredited PDF Certificate CPD Accredited Hard Copy Certificate Hard copy certificate - £10.79 CPD Accredited Hard Copy Certificate Delivery Charge: Inside the UK: Free Outside of the UK: £9.99 each

Incredible Things Originate from a Little Bundle Special Price Cut Offer Are you looking to enhance your Debt Collector skills? If yes, then you have come to the right place. Our comprehensive courses on Debt Collector will assist you in producing the best possible outcome by mastering the Debt Collector skills. Get 6 CPD Accredited Courses for only £41! Offer Valid for a Limited Time!! Hurry Up and Enrol Now!!! Course 01: Debt Management Plan Course 02: Financial Modelling and Valuation Methods Course 03: Financial Analysis Course 04: Pension Course 05: Principles of Insurance & Insurance Fraud Course 06: Financial Investigator/Fraud Investigator The Debt Collector bundle is for those who want to be successful. In the Debt Collector bundle, you will learn the essential knowledge needed to become well versed in Debt Collector. Our Debt Collector bundle starts with the basics of Debt Collector and gradually progresses towards advanced topics. Therefore, each lesson of this Debt Collector course is intuitive and easy to understand. Why would you choose the Debt Collector course from Compliance Central: Lifetime access to Debt Collector courses materials Full tutor support is available from Monday to Friday with the Debt Collector course Learn Debt Collector skills at your own pace from the comfort of your home Gain a complete understanding of Debt Collector course Accessible, informative Debt Collector learning modules designed by expert instructors Get 24/7 help or advice from our email and live chat teams with the Debt Collector bundle Debt Collector Curriculum Breakdown of the Debt Collector Bundle Curriculum Breakdown of the Debt Collector Bundle Course 01: Debt Management Plan Module 01: Introduction to Debt Management Introduction to Debt Management Module 02: Long Term and Short Term Debt Long Term and Short Term Debt Module 03: Identifying Your Debt Identifying Your Debt Module 04: Debt Management Plan Debt Management Plan Module 05: Debt Assessment Debt Assessment Module 06: Debt Financing Debt Financing Module 07: Building Budget Building Budget Module 08: Debt Counselling Debt Counselling Module 09: When Is Debt Good? When Is Debt Good? Module 10: Avoiding Debt Problems Avoiding Debt Problems Module 11: How to Handle Debt Collectors How to Handle Debt Collectors Module 12: How to Get Out of Debt How to Get Out of Debt Module 13: Dealing with Bankruptcy and Insolvency Dealing with Bankruptcy and Insolvency Module 14: Laws and Regulations Laws and Regulations Course 02: Financial Modelling and Valuation Methods Module 01: Basic Financial Calculations Basic Financial Calculations Module 02: Overview of Financial Markets, Financial Assets, and Market Participants Overview of Financial Markets, Financial Assets, and Market Participants Module 03: Financial Statement Modelling Financial Statement Modelling Module 04: Types of Financial Models Types of Financial Models Module 05: Sensitivity Analysis Sensitivity Analysis Module 06: Sales and Revenue Model Sales and Revenue Model Module 07: Cost of Goods Sold and Inventory Model Cost of Goods Sold and Inventory Model Module 08: Valuation Methods Valuation Methods Course 03: Financial Analysis Section-1. Introduction Financial Statement Analysis Objectives Financial Analysis Methods in Brief Ratio Analysis Section-2. Profitability Gross Profit Operating Margin Ratios Net Profit Expense Control Ratios ClassRoom Discussion for some other expenses Use of Profitability Ratio to Understand Competitive advantage and Business Models Section-3. Return Ratio Return on Assets and FIxed Assets Return on Capital Employed Case Study Analysis of three telecom companies Cautions for using return ratios on face value Ratios which help to understand how efficiently assets are used How we measure utilisation of assets not recorded in Balance Sheet Section-4. Liqudity Ratio Liquidity Ratio to understand Risk inherent in companies Long Term Liquidity Ratios Section-5.Operational Analysis Financial Analysis Measure meant to understand efficiency in other operations Summarise - Ratios use for operational analysis Dupont Analysis to understand opportunities in optimising return on equity Section-6. Detecting Manipulation Detecting Manipulation in accounts - Fake Sales Detecting Manipulation - Wrong Depreciation and others Pricing Decisions How to make Capex Decisions Course 04: Pension Pension Module 01: Overview of the UK Pension system Module 02: Type of Pension Schemes Module 03: Pension Regulation Module 04: Pension Fund Governance Module 05: Law and Regulation of Pensions in the UK Module 06: Key Challenges in UK Pension System Course 05: Principles of Insurance & Insurance Fraud Principles of Insurance & Insurance Fraud Module 01: Principles of Insurance Module 02: General Insurance Module 03: Insurance Fraud Module 04: Underwriting Process Course 06: Financial Investigator/Fraud Investigator Module 01: Introduction to Financial Investigator Introduction to Financial Investigator Module 02: Introduction to Financial Investigation Introduction to Financial Investigation Module 03: Characteristics of Financial Crimes Characteristics of Financial Crimes Module 04: Categories of Financial Crimes Categories of Financial Crimes Module 05: Financial Crime Response Plan Financial Crime Response Plan Module 06: Collecting, Preserving and Gathering Evidence Collecting, Preserving and Gathering Evidence Module 07: Laws against Financial Fraud Laws against Financial Fraud CPD 60 CPD hours / points Accredited by CPD Quality Standards Who is this course for? The Debt Collector bundle helps aspiring professionals who want to obtain the knowledge and familiarise themselves with the skillsets to pursue a career in Debt Collector. It is also great for professionals who are already working in Debt Collector and want to get promoted at work. Requirements To enrol in this Debt Collector course, all you need is a basic understanding of the English Language and an internet connection. Career path The Debt Collector bundle will enhance your knowledge and improve your confidence in exploring opportunities in various sectors related to Debt Collector. Debt Recovery Specialist: £20,000 to £35,000 per year Collections Agent: £18,000 to £30,000 per year Credit Control Officer: £22,000 to £35,000 per year Debt Collection Team Leader: £25,000 to £45,000 per year Certificates CPD Accredited PDF Certificate Digital certificate - Included Get 6 CPD accredited PDF certificate for Free. Hard copy certificate Hard copy certificate - £9.99 CPD Accredited Hard Copy Certificate for £9.99 each. Delivery Charge: Inside the UK: Free Outside of the UK: £9.99

How to Get Rid of Debt Do you want to lead a life without debt? Do you need to earn money more and want to spend a peaceful and tension free life? The course is dedicated to the people who wish to pass their life without any hassle of financial need. Course Description: Debt is seen as a notable economic problem that needs financial solutions. If you are in debt, you know the tension and discomfort of a man who is in debt. However, in spite of the focusing the causes of debt, most of the people treat it like a storm. The course will guide you to solve this problem. A permanent solution to debt requires a well-researched plan that will work. The course covers a detailed description of several techniques to overcome the debt issue and help to change your lifestyle and perception towards money. The course will guide you how to escape from debt, and help you to collect wealth so that you and your family may not fall in debt. Course Highlights Debt Management Perfect Course is an award winning and the best selling course that has been given the CPD Certification & IAO accreditation. It is the most suitable course anyone looking to work in this or relevant sector. It is considered one of the perfect courses in the UK that can help students/learners to get familiar with the topic and gain necessary skills to perform well in this field. We have packed Debt Management Perfect Course into 6 modules for teaching you everything you need to become successful in this profession. To provide you ease of access, this course is designed for both part-time and full-time students. You can become accredited in just 5 hours and it is also possible to study at your own pace. We have experienced tutors who will help you throughout the comprehensive syllabus of this course and answer all your queries through email. For further clarification, you will be able to recognize your qualification by checking the validity from our dedicated website. Why You Should Choose Debt Management Perfect Course Lifetime access to the course No hidden fees or exam charges CPD Accredited certification on successful completion Full Tutor support on weekdays (Monday - Friday) Efficient exam system, assessment and instant results Download Printable PDF certificate immediately after completion Obtain the original print copy of your certificate, dispatch the next working day for as little as £9. Improve your chance of gaining professional skills and better earning potential. Who is this Course for? Debt Management Perfect Course is CPD certified and IAO accredited. This makes it perfect for anyone trying to learn potential professional skills. As there is no experience and qualification required for this course, it is available for all students from any academic backgrounds. Requirements Our Debt Management Perfect Course is fully compatible with any kind of device. Whether you are using Windows computer, Mac, smartphones or tablets, you will get the same experience while learning. Besides that, you will be able to access the course with any kind of internet connection from anywhere at any time without any kind of limitation. Career Path You will be ready to enter the relevant job market after completing this course. You will be able to gain necessary knowledge and skills required to succeed in this sector. All our Diplomas' are CPD and IAO accredited so you will be able to stand out in the crowd by adding our qualifications to your CV and Resume. Chapter-01 Where to Start When You Have to Start Over 00:30:00 Chapter-02 Concept of Credit 01:00:00 Chapter-03 Way To Become Debt-free - The Step-By-Step Plan 01:00:00 Chapter-04 The Credit Counseling and Debt Settlement options 01:00:00 Chapter-05 The Psychology of Money - Changing your mindset 01:00:00 Chapter-06 Budegets 00:30:00 Mock Exam Final Exam

This course is designed specifically to help improve your collection rates. The UK's leading trainer in the subject uses practical examples and case studies to show how to use debt collection techniques that really work. This programme will help participants to: Understand debtors and communicate with them effectively Improve their telephone and writing skills Appreciate the key legal issues Track down 'gone-aways' Improve their collection rates 1 Giving credit and collecting debts The benefits when you get it right The cost of getting it wrong 2 Analysing yourself The importance of making the right 'first impression' Assessing your own personal communication style and how this affects your results How do you (or might you) look in the debtor's eyes? What would you like to change? 3 Analysing your debtors Types of debtorThe delaying debtorThe genuine debtorThe cashflow or hardship problem debtorThe ones who never intended to pay Spot the most common reasons and excuses for non-payment - and learn how to deal with them 4 Understanding debt recovery and the law Data protection issues County Court suing enforcement methods Human rights and debt recovery Retention of title matters 5 Telephone skills for debt recovery A 7-point plan which works every time Learning by example: listening to and analysing some pre-recorded (or live) collection callsWhat was done well?What should have been done differently?Did the collector recognise opportunities?Did the collector create opportunities where seemingly none existed?Did the collector negotiate well or not at all? 6 Writing skills for debt recovery Key phrases to avoid What to include A sample letter which gets results in over 90% of cases 7 Tracking down the 'gone aways' A unique debtor-tracing plan Why spend money on external tracers when you can find those 'gone away' debtors for yourself? 8 Course review The traps to avoid Key personal learning points

It is essential that those charged with responsibility for credit control and debt recovery have a full appreciation of the relevant law: no-one can negotiate effectively to recover a debt if they don't understand the ultimate sanctions they can apply. This programme is designed to give them a practical, up-to-date understanding of the law as it applies to your particular organisation. This course will help ensure that participants: Understand the relevant laws Know how and when to invoke legal processes Avoid legal pitfalls in debt collection negotiations Specific, practical learning points include: Definition of 'harassment' How to set up an in-house collection identity Whether cheques in 'full and final settlement' are binding The best steps to trace a 'gone away'... and many, many more. 1 Data protection and debt recovery There are a whole range of things which can be checked on members of the public and which are not affected by the restraints of the Data Protection Act. These will be explained in simple, clear terms so that staff can use this information immediately. 2 County Court suing The expert trainer will show how to sue for money owed, obtain judgment and commence enforcement action without leaving your desk. This module is aimed at showing how to make the Courts work for you instead of the other way around! 3 Enforcement of judgments There are many people who have a County Court Judgment (CCJ) against their debtor but who still remain unpaid. This session explains each of the enforcement methods and how to use them to best effect. Enforcement methods covered include: Warrant of Execution Using the sheriff (now known as High Court Enforcement Officers) Attachment of earnings Third Party Debt Orders Charging Orders (over property and goods) Winding-up companies and making individuals bankrupt 4 Office of Fair Trading rules on debt recovery Surprisingly few people are aware of the Office of Fair Trading rules on debt recovery and many of those that do know think they don't apply to them - but they do. Make sure you know what you need to! 5 New methods to trace elusive, absentee and 'gone away' debtors Why write the money off when you can trace the debtor and collect the money you are owed? 6 Credit checking of new and existing customers It makes sense to credit check would-be, new and existing customers to evaluate the likelihood of payment delays or perhaps not being paid at all. This session shows a range of credit checking steps, many of which can be done completely free of charge, including a sample credit application/ account opening form. 7 Late Payment of Commercial Debts Regulations Do your staff understand this legislation and how to use it to make people pay quicker than ever before? The trainer shows how. 8 The Enterprise Act The Enterprise Act made some startling changes to corporate and personal insolvency. What are the implications for credit control and debt recovery within your organisation?

How to protect your cash flow In the current economic climate more and more companies are finding that their customers are taking longer to pay - or are not even paying at all. As cash flow is key to the survival of any business, effective debt collection tactics are vital for all businesses. This workshop concentrates on the telephone skills and techniques you can use to achieve the most positive outcome in any debt collection situation - payment of money owed, as soon as possible, whilst keeping the collection cost as low as possible. The course will help you: Understand your debtors and communicate with them accordingly Develop a strategy for more effective debt collection Make every call count Handle difficult calls Reduce the amount of time you need to spend on chasing payment Increase your collection rates 1 The debt collection process Understanding the reasons behind payment default Looking at the debt situation from the customer's point of view Developing a strategy for effective debt collection 2 Advanced telephone communication skills Techniques for speaking to the person responsible for paying the debt How to gain the customer's trust when discussing debt Telephone collection skills best practice Key phrases that keep the conversation positive and open 3 Questioning and listening skills for gathering information Different types of question Using high-gain questions to uncover key information Active listening that will help you understand what customers are really saying Leading with examples and high-impact questions Summarising and restating 4 Overcoming objections and excuses Identifying objections Preparing suitable responses Probing objections and ways to overcome them 5 Gaining commitment and ending the call Learn how to negotiate an agreement to suit both parties Summarising actions for you and the customer Ending the call professionally 6 Dealing with difficult and challenging situations Understand different personality types The correct way to respond to an upset customer Ways to calm angry customers (and handle verbal attacks) 7 Action plans Course summary and presentation of action plans

This is not a single course but a set of menu options from which you can 'pick and mix' to create a draft programme yourself, as a discussion document which we can then fine-tune with you. For a day's training course, simply consider your objectives, select six hours' worth of modules and let us do the fine-tuning so that you get the best possible training result. Consider your objectives carefully for maximum benefit from the course. Is the training for new or experienced credit control staff? Are there specific issues to be addressed within your particular sector (eg, housing, education, utilities, etc)? Do your staff need to know more about the legal issues? Or would a practical demonstration of effective telephone tactics be more useful to them? Menu Rather than a generic course outline, the expert trainer has prepared a training 'menu' from which you can select those topics of most relevance to your organisation. We can then work with you to tailor a programme that will meet your specific objectives. Advanced credit control skills for supervisors - 1⁄2 day Basic legal overview: do's and don'ts of debt recovery - 2 hours Body language in the credit and debt sphere - 1⁄2 day County Court suing and enforcement - 1⁄2 day Credit checking and assessment - 1 hour Customer visits and 'face to face' debt recovery skills - 1⁄2 day Data Protection Act explained - 1⁄2 day Dealing with 'Caring Agencies' and third parties - 1 hour Debt counselling skills - 2 hours Elementary credit control skills for new staff - 1⁄2 day Granting credit and collecting debt in Europe - 1⁄2 day Identifying debtors by 'type' to handle them accurately - 1 hour Insolvency: Understanding bankruptcy / receivership / administration / winding-up / liquidation / CVAs and IVAs - 2 hours Late Payment of Commercial Debts Interest Act explained - 2 hours Liaison with sales and other departments for maximum credit effectiveness - 1 hour Suing in Scottish Courts (Small Claims and Summary Cause) - 1⁄2 day Telephone techniques for successful debt collection - 11⁄2 hours Terms and conditions of business with regard to credit and debt - 2 hours Tracing 'gone away' debtors (both corporate and individual) - 11⁄2 hours What to do if you/your organisation are sued - 1⁄2 day Other topics you might wish to consider could include: Assessment of new customers as debtor risks Attachment of Earnings Orders Bailiffs and how to make them work for you Benefit overpayments and how to recover them Cash flow problems (business) Charging Orders over property/assets Credit policy: how to write one Council and Local Authority debt recovery Consumer Credit Act debt issues Using debt collection agencies Director's or personal guarantees Domestic debt collection by telephone Exports (world-wide) and payment for Emergency debt recovery measures Education Sector debt recovery Forms used in credit control Factoring of sales invoices Finance Sector debt recovery needs Third Party Debt Orders (Enforcement) Government departments (collection from) Harassment (what it is - and what it is not) Health sector debt recovery skills Hardship (members of the public) Insolvency and the Insolvency Act In-house collection agency (how to set up) Instalments: getting offers which are kept Judgment (explanation of types) Keeping customers while collecting the debt Late payment penalties and sanctions Letter writing for debt recovery Major companies as debtors Members of the public as debtors Monitoring of major debtors and risks Negotiation skills for debt recovery Old debts and how to collect them Out of hours telephone calls and visits Office of Fair Trading and collections Oral Examination (Enforcement) Pro-active telephone collection Parents of young debtors Partnerships as debtors Positive language in debt recovery Pre-litigation checking skills Power listening skills Questions to solicit information Retention of title and 'Romalpa' clauses Sale of Goods Act explained Salesmen and debt recovery Sheriffs to enforce your judgment Students as debtors Statutory demands for payment Small companies (collection from) Sundry debts (collection of) Terms and Conditions of Contract Tracing 'gone away' debtors The telephone bureau and credit control Taking away reasons not to pay Train the trainer skills Utility collection needs Visits for collection and recovery Warrant of execution (enforcement)

Embarking on a journey to financial wellbeing starts with mastering the art of credit management. 'Improving Your Credit Score: Financial Health Strategies' is a beacon for those navigating the intricate corridors of credit profiles, illuminating the path towards monetary security. This course delves into the essence of credit scores, elucidates the nuances of credit reports, and furnishes learners with tools and techniques to sculpt an impeccable credit history. Whether you're rectifying past financial oversights or constructing a future fortified with fiscal prudence, this course is your roadmap to success. Learning Outcomes Attain a comprehensive understanding of what credit scores are and their significance. Familiarise oneself with the intricacies of credit reports and how to interpret them. Discern the elements that influence credit scores and how to optimise them. Acquire strategies to identify, challenge, and rectify errors on credit reports. Understand and implement best practices for credit card management to ensure lasting financial health. Why buy this Improving Your Credit Score: Financial Health Strategies? Unlimited access to the course for forever Digital Certificate, Transcript, student ID all included in the price Absolutely no hidden fees Directly receive CPD accredited qualifications after course completion Receive one to one assistance on every weekday from professionals Immediately receive the PDF certificate after passing Receive the original copies of your certificate and transcript on the next working day Easily learn the skills and knowledge from the comfort of your home Certification After studying the course materials of the Improving Your Credit Score: Financial Health Strategies there will be a written assignment test which you can take either during or at the end of the course. After successfully passing the test you will be able to claim the pdf certificate for £5.99. Original Hard Copy certificates need to be ordered at an additional cost of £9.60. Who is this Improving Your Credit Score: Financial Health Strategies for? Individuals seeking to improve their credit rating for future financial undertakings. Anyone aiming to secure a loan, mortgage, or any credit-based facility. Those wanting to repair their financial history following past credit missteps. Aspiring finance professionals keen on understanding credit management. General audiences wishing to bolster their financial literacy and security. Prerequisites This Improving Your Credit Score: Financial Health Strategies does not require you to have any prior qualifications or experience. You can just enrol and start learning.This Improving Your Credit Score: Financial Health Strategies was made by professionals and it is compatible with all PC's, Mac's, tablets and smartphones. You will be able to access the course from anywhere at any time as long as you have a good enough internet connection. Career path Credit Analyst: £30,000 - £50,000 Loan Officer: £25,000 - £45,000 Financial Advisor: £30,000 - £60,000 Debt Counsellor: £20,000 - £35,000 Credit Report Reviewer: £22,000 - £40,000 Financial Planner: £35,000 - £70,000 Course Curriculum Module 01: Understanding Credit Scores Understanding Credit Scores 00:15:00 Module 02: Basics of Credit Reports Basics of Credit Reports 00:13:00 Module 03: Factors Influencing Credit Scores Factors Influencing Credit Scores 00:17:00 Module 04: Identifying and Disputing Errors on Credit Report Identifying and Disputing Errors on Credit Report 00:13:00 Module 05: Strategies for Building and Sustaining a Positive Credit Profile Strategies for Building and Sustaining a Positive Credit Profile 00:18:00 Module 06: Additional Tools and Resources for Credit Improvement Additional Tools and Resources for Credit Improvement 00:13:00 Module 07: Best Practices for Responsible Credit Card Management Best Practices for Responsible Credit Card Management 00:17:00

Any team member with Customer interaction (including internal) are the 'Ambassadors' of the company/organisation. If they project positive professionalism - they win others' confidence. If they appear or sound like they are in any way indifferent or unprofessional - they will cost sales and lose clients/customers. With this 2 day Training course, that will be tailored to your company/organisation, each person attending will upgrade their professional standards in people skills, telephone manner and email etiquette. No training in this area may well be a false economy as there is a much greater risk of disenfranchised customers and team members - and probably increases your competitors to win business at your expense. Professional customer care is all too frequently regarded as a token issue in most induction sessions for employees. Surprisingly it is very rarely considered as a key priority, despite being essential for ensuring customer commitment is secure and supplier/partnerships are robust. Excellent customer care is paramount in our ever increasingly competitive market and making customers feel valued and looked after is often a differentiator. This 2-day course will help you understand your customers and the vital importance of customer care in any organisation. You will gain the tools and techniques to apply your learning directly back into the workplace and deliver excellent customer care. Course Syllabus The syllabus of the Professional Customer Care course is comprised of four modules, covering the following: Module One What is Excellent Customer Care? Internal versus external customers Why customer care is important Meeting customer expectations Module Two Making a Personal Difference How do you measure customer care? Making a difference Taking ownership Positive mental attitude Displaying professionalism both face-to-face and over the telephone Using positive language Module Three Gathering Information and Offering Solutions Asking the right questions Active listening skills Summarising and clarifying skills Module Four Dealing with Difficult Situations How to give a 'service' no Demonstrating empathy Assertiveness techniques Handling a complaint Problem solving Saying 'sorry' Making realistic promises and keeping them Real Play Scenarios with a Professional Actor (Optional Extra) This programme benefits significantly from our innovative training feature: Real Play. Using a professional actor who performs role plays as different customer characters in carefully devised situations, the delegates have the opportunity to 'pause' the role play to coach and control their character to improve their skill sets and practice the theory delivered. These scenarios can deal with difficult situations and enacting options to ensure good customer relations are intact. The outcome of the scenario is the responsibility of the delegates, not the trainer and actor. The actor will remain in character throughout the de-brief in order to bring to life the impact and possible next steps. Objectives By the end of the course participants will be able to Adopt a professional telephone manner Communicate assertively by taking control and directing the conversation Deliver information positively by offering options and alternatives Develop a range of versatile behaviours to use when dealing with difficult situations by: Listening actively Using empathy Gathering relevant information through effective questioning Finding solutions to concerns/problems quickly and efficiently Speaking positively and assertively What Is The Benefit? For individuals this course will increase confidence and ability to deal with customers in all situations, which will in turn create customer loyalty and raise their profile. For an employer, ensuring that all customer facing employees are demonstrating excellent customer care instils confidence in the customers and promotes a positive image of the company. In-House Courses Every single team member or employee that has a role which involves engaging with a customer, client and/or a key partner/supplier has a responsibility for projecting a positive image of the organisation which they represent. That may sound obvious, but how many hundreds of experiences have you had as a customer where you were treated with indifference and a distinct lack of professionalism by the receptionist, the retail assistant, the tele-agent, the delivery person, the credit controller or the departmental manager of the operation that you were dealing with? Far too many to count? This is because professional customer care is regarded as a token issue in most induction sessions for employees - and it is very rarely considered as a key priority to ensure customer commitment is secure and supplier/partnerships are robust. Yet the hugely expensive churn in customer/client commitments and staff is enormously expensive and immensely disruptive to any organisation. The Importance of Customers and Clients Every client/customer engaging person needs to recognise that it is ultimately the client or customer that pays their wages. If they gain a basic understanding of the clients' motivations and behaviours, coupled with some core skills in how to care for them, they will attain the status of 'professional'. This will very quickly translate into increased revenues, retained loyalty, high commitment and far greater security for all parties. The foundation has to be based on the authentic commitment to both the customer and also to the organisation they work for. Disenfranchisement readily curdles into sloppy behaviours cloaked in unprofessional attitudes and demeanours; plenty there to repel the most loyal of customers. If your company or organisation relies on repeat business and retaining the confidence and commitment of your clients, then all of your team members - perhaps including managers who set the example and have the biggest influence on the where the needle points to in relation to professionalism - need to be trained on the core basics of professional customer care. Customer Care Programmes from Dickson Training Ltd We are delighted to boast about the many successes we have had in providing effective and long lasting improvements for many clients, where awards have been won and, more importantly, talent has been retained because their clients and customers keep on coming back. Professional customer care extends to suppliers and partners that you value and need to get the best service and rates from, as well as any 'internal clients' such as other departments where you need to rely on their support and collaboration in order to achieve your goals. It is amazing what effective professional customer care training can do for any organisation. Without it your organisation may be vulnerable, with it you are much more likely to see increased performances and much greater security and growth. Scheduled Courses Unfortunately this course is not one that is currently scheduled as an open course, and is only available on an in-house basis. Please contact us for more information.

Improve your credit score and get approved for loans and credit cards at lower interest rates with our comprehensive course. Learn everything you need to know about credit scores, including how they work, what factors influence them, and how to improve them.