[Home] [Back to Courses] [Debtors and Creditors]

Skills for Financial Administration Staff who Deal with Creditors

(A one-day programme)

This programme is ideal for personnel who are new to the position as well as experienced staff who wish to up-grade existing skills. The programme is skills based, practical and adapted to suit the requirements of each delegate.

Role-plays and role-modeling exercises concentrate on situations expected to be encountered when dealing with creditors.

The objective of the training is to prepare delegates to be able to use the practical communication skills in the work environment even when working under pressure and also to assist delegates to deal with creditors who are emotional and abusive.

Programme Content:

• What are your responsibilities when dealing with creditors?

• A look at what service suppliers of your company demand and examples of how to eliminate bad service that internal and external clients could experience from your division.

• Effective answering techniques to ensure that your greeting is always warm, welcoming and efficient sounding.

• Dynamic vocabulary, effective telephone manner and techniques that will ensure that creditors feel that their calls are welcomed and that they are receiving service excellence during every telephone encounter with you.

• How to use a positive, warm and motivated voice tone at all times while at the same time projecting an assertive manner

• How to control the conversation and in so doing assist you in meeting your department's targets.

• Skills that will assist you to quickly build a positive relationship with callers.

• How to deal with creditors in an efficient and positive manner.

• Telephone-time-saving techniques – including how to quickly establish exactly what the creditor or caller is inquiring about.

• Professional message-taking and transfer skills.

• How to prevent and if necessary diffuse conflict and calm an angry, frustrated or irritated creditor.

• How to keep your conversations short and concise yet warm and positive.

• Some tips that will assist you to become or remain self-motivated even when you are having a stressful day.

• A strategy for you to implement to eliminate the factors that are preventing you from being as effective as you can be in your work.

• A strategy to ensure that your skills measure up to the high standard that is demanded in your industry.

Programme Originator: Renett Estelle Grové

Copyright © 2008
Last modified: 09 June 2008