Customer Service

Aims of the course

Collecting debt and providing good customer service can be a fine balancing act. The need to maintain a positive and friendly approach whilst collecting payments demands particular skills. This course is designed to equip participants with the techniques needed to acquire payment while managing client interactions in a professional manner.


Who will benefit from attending?

Any professionals working within finance, accounts or credit control. Some business owners and senior managers may also benefit through exploring means and ways of dealing with debt.


Reference Nr.:
Experience Level:
Main Group


Participants will learn to:

  • Understand the different types of debts and debtors 
  • Understand who to speak to in companies with outstanding debt 
  • Increase their awareness of the skills and attitudes required to collect outstanding debt in a positive manner 
  • Embrace the habits and behaviours of great customer service
  • Increase positive outcomes when chasing debt
  • Reduce complaints
  • Manage difficult debtors or clients
  • Respond effectively to common non-payment excuses

Key topics covered:

  • Who are your customers?
  • What are their needs?
  • What is ‘perfect’ credit control service?
  • Differences in communication styles
  • Creating rapport
  • Active listening
  • Managing complaints and difficult clients
  • Understanding and managing common non-payment excuses
  • Measuring your progress towards a perfect credit control service
  • Action planning

What's included?

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.