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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)

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 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

Overview Show that you are committed to providing the absolute best in Customer Service with this expert training. This Customer Service for Hospitality course will coach you in Customer Service expectations and offer useful recommendations for displaying outstanding Customer Service performance. Any business is reliant on its Customer Service staff, showing consideration and attention to its clients, and you can be taught to embody this Customer Service protocol. You will learn how to pre-empt requests by Customer Service customers and to perform tasks diligently. The specific requirements for Customer Service are also covered in-depth, alongside the UK legislation that governs Customer Service events and establishments with Customer Service staff. This Customer Service course is designed to equip you with the essential Customer Service skills needed to excel in the hospitality industry. From understanding the nuances of Customer Service interactions to mastering the art of proactive Customer Service, you will be prepared to handle any Customer Service challenge that comes your way. Whether you are new to the field or looking to enhance your Customer Service expertise, this training will set you apart as a Customer Service professional. With a focus on practical applications, this Customer Service course ensures that you are not just learning theory but are also capable of applying Customer Service principles in need. Enrol today to elevate your Customer Service capabilities and make a lasting impression in the Customer Service sector. Why Choose this Customer Service Bundle? FREE Customer Service CPD-accredited certificate Get a free student ID card with Customer Service training (£10 applicable for international delivery) Lifetime access to the Customer Service course materials The Customer Service program comes with 24/7 tutor support Get instant access to this Customer Service course Learn Customer Service training from anywhere in the world The Customer Service training is affordable and simple to understand The Customer Service training is entirely online How will I get my Customer Service certificate? You may have to take a quiz or a written test online during or after the Customer Service course. After successfully completing the course, you will be eligible for the certificate. Who is this Customer Service course for? There is no experience or previous qualifications required for enrolment in this Customer Service for Hospitality. It is available to all students, of all academic backgrounds. Requirements Our Customer Service for Hospitality is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This Customer Service course has been designed to be fully compatible with tablets and smartphones so you can access your course on wifi, 3G or 4G. There is no time limit for completing this course, it can be studied in your own time at your own pace. Career Path Having these various qualifications will increase the value of your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. Course Curriculum Module One: Who We Are and What We Do - 00:17:00 Module Two: Establishing Your Attitude - 00:12:00 Module Three: Identifying and Addressing Customer Needs - 00:12:00 Module Four: Generating Return Business - 00:14:00 Module Five: In-Person Customer Service - 00:10:00 Module Six: Giving Customer Service over the Phone - 00:12:00 Module Seven: Providing Electronic Customer Service - 00:12:00 Module Eight: Recovering Difficult Customers - 00:15:00 Module Nine: Understanding When to Escalate - 00:14:00

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Key Objectives for the Training provision Effective listening to a client's needs and requirements during various stages of the sales process. Engage in meaningful communication with clients, learn to identify challenges and opportunities that relate to the prospects. Overcome the identified challenge. Build long term rapport and establish trust with the prospect throughout the sales process, Ensure continued customer satisfaction that can turn into repeat business. Be able to build rapport with customers or clients. Know the right questions to ask to fully understand the customer or client’s needs without putting on any pressure. Be able to check you have the right information from the customer or client. Be able to match products and services to the customer or client using the information you have gathered. Be able to influence effectively. Know how to stand out from your competitors. Stage 1 – Research the Company’s ‘Value Propositions’ and USP Analysis  Conducting 30 min confidential interviews with a cross-section of the eligible Attendees & the Stakeholders, in order to gain an objective understanding of the various scenarios and clients that the Participants work with. the Company’s ‘Value Propositions’ Unique Selling Points The Customers’ journey(s) The Competition’s offers for analysis and comparisons. From these findings, a carefully calibrated bespoke Programme will be designed and delivered.  Stage 2 - Design the Bespoke 2 x day Course  nd Stage 3 - Delivery of the Course Programme This Programme can be delivered in 2 x consecutive days, or split between 2 – 3 weeks, to make it more ‘work-friendly’ – if required. It is very practical and commercially focussed in approach, with lots of interactive exercises designed to draw out the learning applications via the debriefings. The ‘Real Play’ scenarios on day 2 will be based on specific case studies drawn from the Research findings so that they are authentic to optimise the learning. Individual Action Plans will be captured at the end of each day to be debriefed by the Participants’ respective Line Managers.  Template Programme Day One – Foundation – Strategic Approach Section One – The Principles of Consultative Selling Defining ‘Consultative Selling’ The Company’s ‘Unique Selling Points’ & Value Proposition The Consultative Selling model – the five stages Avoiding appearing ‘pushy’, ‘pressurising’ or ‘talking through the sale’ Section Two –Strategy & Preparation  ‘Buy-Class’ Matrix Strategic plan Template – matching services/products to identified needs & opportunities. Preparing a range of objectives Constants and variables – USP’s Researching key Client/Decision Makers’ priorities, profile & background (LinkedIn etc.) Preparing for potential & likely Objections Section Three – Email etiquette & ‘influencing’ email correspondence.  Email etiquette A.B.S.U.R.D model Clarity and tone – discovery of clients’ needs & motivational factors. Techniques to influence and ‘nudge’. Ensuring the data and content have a ‘gentle’ motivational & appealing message. Top Tips Day Two – Practical Application Section Four – Rapport Building & Effective Communication skills ‘Behaviour Labelling’ techniques – setting a positive tone. Asking Open Questions – gaining a full understanding of the clients’ priorities & expectations. EQ - Inviting opinions; perspectives; experiences – winning confidence. Active Listening – focus and commitment to understand. ‘Reading the room’ – adapting to responses and reactions. Maintaining focus on relevant topics that the Client cares about; carefully consider the opportunities to influence. But NO PRESSURE! Building a ‘bond of trust’ with commitments and authentic, shared values. Section Five – Explaining the Benefits – aligned to the Customers’ Priorities Understanding ‘Why do People Buy?’ Research data analysis. Open questions that lead to understanding the key issues and Clients’ priorities. Avoiding the danger of ‘pressurising’ the Client. Responding to objections effectively, with confidence and sensitivity. Explaining the benefits that are aligned to the Clients’ stated requirements. Making the Data ‘sing’ – memorable takeaways for the Client. Augmented benefits – Brand confidence; Case studies; Warranty; Service; Range; Flexibility etc. in alignment with their stated preferences/requirements Differentials compared to Competitors Section Six – Winning Commitment Inviting commitment – with confidence Consultative Selling Closing techniques (e.g. Alternative Close/Assumptive Close et al) Avoiding ‘talking through the sale’ – knowing when to ‘Shut UP!’ Confirming agreement – ensuring Clients’ motivation for repeat business Section Seven – Practical Application ‘Real Play’ From the Research findings, carefully devised scenarios can be generated to provide the most valuable learning opportunities to underpin all the skills & techniques covered in the Programme.  Potential Real Play scenarios: A well-established customer has indicated that they are soon to be opening up additional new offices – this presents an opportunity to arrange for the Company to support them with their upcoming needs. After some very positive feedback and with the upcoming contract renewal imminent – how can the Company give the Customer more high-quality support in other areas of their business? A Competitor has been to see the client and they have prompted some concerns about ‘value for money’ & ‘quality of service’. How Real Play works… The group is split the group into 2 sub-groups, one with our Professional Actor (option available); the other with the Trainer or a willing Participant. Each group has a brief and has to instruct their Trainer/Actor/Participant on how to approach the scenario supplied. The Actor and Trainer (or willing Participant) perform the role play(s) as instructed by their respective teams; however, during the action they can be paused for further recommendations or direction. The outcome is the responsibility of the team(s) – not the performers. Debrief the full Programme Individual Action Plans - to be followed through. ‘Best Practices’ for application into the business Options for Exercises within the Programme  Sample Exercise – Red & White  There is a specific time managed agenda and itinerary, which puts the group under pressure.  The key challenge is for the sub-groups to maximise the commercial value from the task, however there is always a great danger that the individuals attempt to gain financial progress at the expense of the other group! Debriefing points: Persuasive communication and influence across barriers Gaining buy-in when others are sceptical Strategic planning accounting for others’ behaviours Sample Exercise – Communication Challenge Each Participant has different pieces of information, but are not allowed to share it visually. They are only allowed to communicate to work out the solution hidden among the large amount of data. Debrief: Structured approach Maintaining focus through distractions/interference Active Listening Controlled communication Sample Exercise – Persuasive emails Sample emails are shared to be critiqued and improved upon to be debriefed: Tone & impact Making the Data ‘sing’ Influential & motivational language Customer centric message. Sample Exercise –Juggling   Each Participant has to pass the ‘Customers’ (Juggling balls) carefully through the system with all the other Participants to reach a profitable conclusion  Debrief: EQ to read the room and effectively communicate, when the pressure is on Customer focus and adapting to challenges Devising a plan that wins buy-in Overcoming competing ideas to get to ‘best practice’ Consistent commitment, communication and motivational drivers that influenced performance. Sample Exercise –Critical Path  The group are provided with 30 x discs and some ‘post-it’ notes. (no pens or pencils are allowed) Their brief is to create a grid shape with the 30 x discs, which will act as ‘stepping stones’ for the ‘Critical Path’ But they have to follow the correct order through the grid from the start to finish, which they will have to work out through ‘trial & error’ All of the team must pass through the ‘Critical Path’ worked out on the grid, observing the constraints, within the time limit. No talking is permitted once they start using the materials Debrief: - Clear communication focussing on the ‘client’s journey’ Planning for challenges Identifying risks and mitigating them Role allocations & support Quality control and disciplines  Sample Exercise –Back to Back  Each Participant is positioned back-to-back with a partner. They have to work out precisely what the ‘statement’ given to the other person is without looking around. Each person has a different brief. Debrief: - Asking Open Questions Active Listening Accuracy in identifying the objective.

Our team of Construction industry experts provide business management training for leaders and business owners across England and Scotland CONSTRUCTION INDUSTRY SPECIFIC Construction Business Growth Academy The Power Within Training is dedicated to helping construction-based business owners and construction management throughout England, Scotland, and Wales achieve more than they believed possible. Our construction business training is designed to develop owner-managers and help them create the future they want. To ensure business growth, we have a dedicated team of industry professionals to give unique support specific to the skills, traits, and challenges found within Construction. This programme was created to help you push and elevate your business to the next level. Contact us to register for our construction business training. Explore Our Construction Business Growth Course We created the Business Growth Academy for business owners like you to grow and develop their businesses in a more controlled and sustainable way. To ensure growth, our construction business training is a series of six training modules focused on business growth, leadership, and financial management. Most of our participants are business owners looking to get the tools needed to spend more time working on their business while generating more profitability to ensure consistent business growth. The Power Within Training uses the latest business growth strategies, which allow you to identify, modify and quickly implement our easy-to-follow business-building tools and techniques designed around the construction and property development industry. Whether you are a business owner or an aspiring construction and property development entrepreneur, our Construction Management Course will provide the tools and techniques to drive your business forward and achieve sustainable growth. Join us at the Business Growth Academy and unlock your full potential. The Goal of Our Construction Management Training Our goal with this training is to provide you with the tools you need to take control of your business. This allows you to use the latest strategies and ensure the smooth growth of your construction business. The construction management training we offer is a three-month course with new modules available twice monthly, delivered via Zoom or in person. These modules are designed to work around your schedule. After, you’ll have a 39-hour CPD certification thanks to our CITB skills & training courses. Overall, our fully funded construction management training will help you place the proper foundation, allowing you to build a more substantial and focused business that’s centred around constant growth and profits while future-proofing your business. BUSINESS GROWTH ACADEMY The Benefit of Our Business Growth Academy As you go through our training, you’ll delve into each module and the critical steps and tools. These include how to plan, organize, and control construction operations, all designed to provide you with a well-rounded view of your business. Not only will you get the tools you need to ensure your construction business growth, but you’ll also get access to benefits such as lifetime access to your online interactive training portal, entrance into a private social and professional networking group, pro bono coaching, and mentoring from industry experts and leaders. Here are some additional benefits of our construction management training: Register your interest today You’ll build a personalised 12-month business development plan that keeps you focused on high-value activities, ensuring you remain on track to grow. Tools and techniques to not only measure but also increase your profitability within your business. These tools help you ensure that you’re never leaving money on the table again. Learn, develop, and nurture self-management and leadership strategies that you can work on and in your business to help you from chasing your tail or burning out. You’ll develop unshakeable confidence in your business’s ability to grow and become the kind of entrepreneur that chooses the customers they want to work with, meaning customers who are driven by value, not by price. Gain valuable leadership and self-development skills, which encourage learning for life. Lastly, you’ll no longer wonder, “what if?” You’ll have the knowledge and understanding to keep unlocking and growing your business’s true potential. WHAT'S INCLUDED IN THE PROGRAMME Course Overview As we’ve mentioned, our business management course is designed to be completed over three months, with two courses being released monthly. These are designed to be done on Zoom or in person and are flexible around your busy schedule. Our modules were created to be easy to understand while providing the resources needed to elevate your construction business. Here is a more in-depth look at what to expect from our modules: Module 1: The C.O.D.E Breaker: The Business FundamentalsThis module will encourage you to deep dive into your why and break the business C.O.D.E. You’ll be shown the importance of knowing why you started the business, how you can build a business while remaining authentic, and what needs to be done to ensure you create and support a solid foundation moving forward. During this module, you’ll discover how to successfully build a business in the construction industry, from the fundamentals and foundations to the growth. Lastly, we’ll review your vision, values, and purpose, show why these are critical areas, and allow you to establish a real business for you and your customers. Module 2: Your M.E.N.T.A.L Agility: The Entrepreneurial Mindset With this module, we’ll focus on self-leadership and how you should constantly be developing the ‘inner game’ or minder and the ‘outer game’ or action. The inner game consists of intention, self-awareness, self-confidence, and self-efficacy. These must be used to achieve personal mastery, while the outer game consists of influence and impact. M.E.N.T.A.L. agility is your key to all success and failure, meaning that without leading yourself, you’ll never find business success. For us, your M.E.N.T.A.L. agility is made of five key components that enable you to transition from owning a business to thinking and planning like an entrepreneurial business owner. Module 3: The T.I.M.E Multiple: Working ON or Working IN The point of this module is to help you understand that you can’t manage your time; you can only manage your use of time or your self-management skills. It’s vital to have strong self-management skills to be more successful at work. We’ll explore ways to help maximise your time and identify your High Payoff Activities. The T.I.M.E. multiplier is about accepting that you cannot do everything yourself. Instead, it would be best if you focused on your high-payoff activities. Our goal is to teach you to say it’s okay to say no. We’ll show you the importance of recognising the significance of all your decisions. Along with that, we focus on unique planning and defining processes to bring the future into the present. Module 4: The Business P.R.O.B.E: The Numbers Game Understanding your finances is essential as it allows you to make informed decisions that have the potential to make significant impacts on your business, growth, and even your bottom line. We want you never to leave money on the table again. When you know the difference between markup and margin, fixed and variable costs can make the difference between owning a business and the business owning you. Understanding your business numbers will increase your revenue and profitability and even grow your business. Module 5: High-Performance T.E.A.M.S: The Well-Oiled High-performing teams are more than a group that works together. A high-performing team has clear priorities and purposes and shares an understanding of how each team member or subcontractor prefers to approach work. The foundation of a high-performing team or business starts with trust. The development starts with creating an environment where leaders and team members can openly disclose which strengths they feel they bring to a team and what support they need to be their best selves. Truth is that all people’s problems directly reflect the business owner’s leadership and management. When a team doesn’t do things your way, they probably have no idea what your way is. Module 6: G.O.A.L.S: Setting & Defining the Accountability System Everyone works best with clearly defined goals, from completing a refurb on a budget or growing your construction business to over 10M annual profit. Remember the old saying, through a goal with a plan, is just a wish! We’ll teach you our tried and tested process for setting and achieving your objectives by focusing on what matters most. Reviewing your daily, weekly, and monthly goals, we can help you make high performance a habit. Best of all, you’ll create a detailed 12-month business development plan to get your personal and professional goals moving in the right direction. Meet the Construction Business Training Presenters Derrick Matheson: Training and Development Director and Trainer of Business Growth Academy A seasoned business owner, Derrick understands the challenges UK construction and property development professionals face. We have crafted a targeted program that simplifies growth, empowering entrepreneurs with easy-to-implement strategies.  Derrick’s mission is simple: to empower and equip ambitious entrepreneurs and professionals with the tools and knowledge necessary to thrive in today’s competitive market. The Business Growth Academy is a testament to his dedication, offering an innovative, step-by-step business-building process that demystifies the complexities of growth and unlocks the full potential of your enterprise. Stuart Mason: BGA’s Bold Training Manager, Lead Trainer, and Author of “How To Wreck Your Business Stuart, the fearless BGA Training Manager and Lead Trainer has turned his business failures into powerful lessons for others. As the author of “How To Wreck Your Business,” Stuart shares his hard-earned wisdom to help business owners avert the same pitfalls that led to the demise of his own company on its 20th anniversary. Stuart’s approach is refreshingly direct and unapologetically abrupt, cutting through the noise to deliver real-world insights that make a difference. Don’t expect a dry lecture on business theory from a dusty textbook; instead, Stuart offers a ‘streetwise’ perspective that is both practical and actionable, pushing you to uncover the answers that will make your business shine in a competitive market.