The Psychology of Credit Management

Table of Contents for this seminar

Hattaways training is fun

1. You're trying to push the customer into paying but you don't want to upset them so that they swear at you and slam down the phone. (Even more importantly for most businesses, you don't want to lose their future business.)
2. You need to be able to quickly assess the best way to deal with each customer. You need to have a selection of approaches that work for different types of people and different types of customer attitudes.
3. You have to be able to recognise the emotions affecting a customer and address them before they reach a point where they stop the customer from dealing with you rationally.
4. You need to have strategies for helping people to find solutions and strategies for changing people's minds, aside from just bullying them.
5. You need to recognise when people are promising things they don't intend to do, and know how to make them serious about keeping that promise.
6. You need to be able to talk people into paying more than they wanted to pay.
7. Despite the fact that you've just talked the customer into paying more than they wanted to pay, you need to make them feel satisfied with the outcome of a call.
8. Even though people are regularly failing to keep to their commitments, you need to have faith that people almost always want to do the right thing, and generally will if they can, provided you approach them in the right way.

If you have a good understanding of people, you can be good at collecting money. This course is about developing those people skills. We all try to influence people every day. We all understand something about what's going on in people's minds and how to influence them. The better you understand these things, the better you will be at your job and the more satisfaction you will take from doing the job well.

"A truly insightful workshop. I took away a swag of useful knowledge and tools."

Paul Hunt, Trainer - Credit, AAPT

"Just arrived @ work and thought I would send a quick email to thank you again for the most enjoyable course I have attended."

Ken Wiseman, Credit Controller, Health Waikato, NZ

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