70 Credit Control courses

OVERVIEW It doesn't matter in which part of the world you live or what culture you follow; one thing is undoubtedly considered harmful to your present and future. That is Debt. Debt can make your life worse. It is like a vicious circle; a continuing unpleasant situation created when one problem causes another problem that then makes the first problem worse. No one wants to be part of this chain of events.  But honestly speaking, the concept of debt is not always harmful. It depends on how you see it and use it. Here comes the role of Debt Management. You should know how to manage debt smartly and efficiently.  At Apex Learning, we share the goal of millions of people, which is to make the world better. We have prepared a tool to help deal with debt management: our Debt Management - Online Course. You can access our course anytime, anywhere. Enrol now before falling into a debt trap. WHAT CAN YOU EXPECT FROM THE COURSE? * Understanding the fundamentals of debt management and its importance. * Distinguishing between long-term and short-term debt and their implications. * Identifying and assessing your personal debt situation effectively. * Developing a realistic debt management plan. * Learning strategies for avoiding debt problems. * Dealing with bankruptcy and insolvency within legal regulations. HOW WILL I GET MY CERTIFICATE? You may have to take a quiz or a written test online during or after the course. After successfully completing the course, you will be eligible for the certificate. WHO IS THIS COURSE FOR? There is no experience or previous qualifications required for enrolment on this Debt Management - Online Course. It is available to all students, of all academic backgrounds. REQUIREMENTS Our Debt Management - Online Course is fully compatible with PC's, Mac's, Laptop, Tablet and Smartphone devices. This course has been designed to be fully compatible with tablets and smartphones so you can access your course on Wi-Fi, 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 in your CV and open you up to multiple sectors such as Business & Management, Admin, Accountancy & Finance, Secretarial & PA, Teaching & Mentoring etc. COURSE CURRICULUM 1 sections • 14 lectures • 05:08:00 total length •Module 01: Introduction to Debt Management: 00:22:00 •Module 02: Long Term and Short Term Debt: 00:20:00 •Module 03: Identifying Your Debt: 00:27:00 •Module 04: Debt Management Plan: 00:30:00 •Module 05: Debt Assessment: 00:23:00 •Module 06: Debt Financing: 00:18:00 •Module 07: Building Budget: 00:23:00 •Module 08: Debt Counselling: 00:18:00 •Module 09: When Is Debt Good?: 00:19:00 •Module 10: Avoiding Debt Problems: 00:19:00 •Module 11: How to Handle Debt Collectors: 00:16:00 •Module 12: How to Get Out of Debt: 00:18:00 •Module 13: Dealing with Bankruptcy and Insolvency: 00:32:00 •Module 14: Laws and Regulations: 00:23:00

Sage 50 Certification Level 1-3 Is it accurate to say that you are hoping to overhaul your finance staff or possibly your bookkeeping framework? The Sage 50 programming is utilized all through the UK and can make bookkeeping rehearses inside your business simpler and more proficient. This program offers the total preparing program, from fledgling level to cutting edge level, creating this an extraordinary open door to propel staff in the records office. Each level offers 10 modules that become really testing and expand on past information, as the course advances. There could be no greater chance to select or give this preparation to an individual from your staff. What's Covered in the Course? This confirmation program is separated into three levels: fledgling, middle of the road and progressed. Each level offers such a lot of substance, which you can see beneath: Level 1: Beginner Bookkeeping essentials and monetary administration utilizing the Sage 50 programming; Foundation data to and the historical backdrop of Sage 50, including the benefits of embracing this product; The arrangements and highlights of Sage 50, for example, how you can improve your bookkeeping and monetary administration; The establishment and set-up of the product, just as how to reestablish back-up records, so you'll never lose critical information again; Step by step instructions to explore through the Sage 50 programming, including how to print reports; An outline of the graph of records, which will permit representatives to get a handle on significant wording and make as well as alter these reports; Bank records and compromise, so you'll generally have precise records of your records; The creation and upkeep of negligible money, provider and client records; Making and overseeing deals solicitations and receipts and the contrasts between them. Level 2: Intermediate: Get familiar with the fundamentals of accumulations and prepayments, including month end reports and setting up prepayments; The most effective method to set up fixed resources and ascertain devaluation esteems, including how to utilize an Asset Disposal Wizard, fixing mistakes and the administration of client and provider data; Preparing buy orders, stock control and checking, including how to make, revise and erase requests and what to look like up past orders, while keeping up stock levels; The most effective method to set item evaluating, construct a value list and ascertain client limits and credits; The total deals request measure, for example, despatching a request, distributing stock and making a review trail. Level 3: Advanced The significance of credit control and how to carry out control methodology, including seeing client history and matured equilibriums and hailing exchange debates; Instructions to oversee VAT, including returns, changing installment frameworks and clearing accounts; An outline of utilizing unfamiliar monetary standards, like exchanging, change, managing unfamiliar providers or potentially clients, bank moves and getting to exchanges and solicitations; Venture the board, including appointing costs and the administration of assets, recording costs, dispensing and accommodating stocks and charging clients; Producing project reports and making preliminary adjusts and benefit/misfortune proclamations. What are the Benefits of the Course? Here are the advantages of taking the course: You get every one of the 6 Sage 50 courses in one simple to-follow bundle - extraordinary for novices and those with a current central information; Staff can gain from the solace of their home or while at the workplace, and the course can oblige their individual learning pace; The substance can be applied as they learn, so they don't need to stand by until each of the three levels have been finished, prior to incorporating their learning; No essentials are needed for you or your staff, to begin.

Sage 50 Computerised Accounting / Bookkeeping Training - Fast Track Overview: If you're looking to gain competency in the world's most popular bookkeeping software, the Sage 50 Computerised Accounting course will teach everything you need to know, while helping you gain a recognised qualification. This course is designed to provide individuals from beginner to advanced knowledge of bookkeeping and Sage 50 accounts. It is intended for individuals who aim to improve career prospects and to be able to better financial management and control of the business. This course covers Level 1-3 of Sage 50 Bookkeeping/Accounting Training. Every business, no matter how large or small, is required by law to 'keep books'. Therefore, Bookkeepers play a vital role within organisations; ensuring records of individual financial transactions are accurate, orderly, up to date and comprehensive. If you are organised and methodical, like working through documents and enjoy seeing a set of figures add up properly, then bookkeeping is the career for you. * You will receive a CPD Completion certificate from Osborne Training once you finish the course. * Then, you have an option to attain a Certificate from SAGE(UK) subject to passing the exams. Level 1 * Working with Sage 50 Accounts Program Basics. * Creating Account names, Numbers & Bank Payments * Financials * Bank Reconciliations * Generating Customers Invoices * Monitoring Customer Activity * Generating Product Invoices & Credit Notes * Compiling & Sending Customer Statements * Creating Customer Receipts & Purchase Invoices * Supplier Payments * Managing Recurring Entries * Generating Reports & Information * The Active Set-Up Wizard * VAT Changes. Level 2 * An overview of the Sage program * Entering opening balances, preparing and printing a trial balance * Creating customer records * Creating supplier records * Setting up opening assets, liabilities and capital balances, * Producing routine reports * Checking data, * Entering supplier invoices * Posting error corrections, amending records * Invoicing, generating customer letters, entering new products, checking communication history * Banking and payments, producing statements, petty cash * Audit trails, correcting basic entry errors, reconciling debtors and creditors * Creating sales credit notes, * Processing purchase credit notes * Preparing journals * Verifying Audit Trail * Purchase orders, processing sales orders * Processing Trial Balance * Creating Backups * Restoring data * Writing-off bad debts Level 3 * Creating a Chart of Accounts to Suit Company Requirements * Sole Trader Accounts preparation * The Trial Balance preparation * Errors in the Trial Balance * Disputed Items * Use of the Journal * Prepare and Process Month End Routine * Contra Entries * The Government Gateway and VAT Returns * Bad Debts and Provision for Doubtful Debts * Prepare and Produce Final Accounts * Management Information Reports * Making Decisions with Reports Using Sage * The Fixed Asset Register and Depreciation * Accruals and Prepayments * Cash Flow and Forecast Reports * Advanced Credit Control

Students will learn and develop skills needed for a range of financial processes, including maintaining cost accounting records, advanced bookkeeping and the preparation of financial reports and returns.  -------------------------------------------------------------------------------- COURSE OVERVIEW This qualification covers a range of essential and higher-level accounting techniques and disciplines. Students will learn and develop skills needed for a range of financial processes, including maintaining cost accounting records, advanced bookkeeping and the preparation of financial reports and returns. Study the Level 3 Diploma to learn higher accounting techniques and disciplines and qualify for AAT bookkeeping membership (AATQB). The jobs it can lead to: • Accounts assistant • Accounts payable clerk • Audit trainee • Credit controller • Payroll administrator/supervisor • Practice bookkeeper • Finance assistant • Tax assistant • Accounts payable and expenses supervisor Entry requirements: Students can start with any qualification depending on existing skills and experience. For the best chance of success we recommend that students begin their studies with a good standard of English and maths. Course Content: Business Awareness: This unit provides students with an understanding of the business, its environment and the influences that this has on an organisation’s structure, the role of its accounting function and its performance. Students will examine the purpose and types for businesses that exist and the rights and responsibilities of the key stakeholders, as well as gain an understanding of the importance of professional ethics and ethical management within the finance function. Learning outcomes: • Understand business types, structure and governance and the legal framework in which they operate. • Understand the impact of the external and internal environments on business, their performance and decisions. • Understand how businesses and accounts comply with principles of professional ethics. • Understand the impact of new technologies in accounting and the risks associated with data security. • Communicate information to stakeholders. Financial Accounting: Preparing Financial Statements: This unit provides students with the skills required to produce statements of profit or loss and statements for financial position for sole traders and partnerships, using a trial balance. Students will gain the double-entry bookkeeping skills needed to record financial transactions into an organisation’s accounts using a manual bookkeeping system. Learning outcomes: • Understand the accounting principles underlaying final accounts preparation. • Understand the principles of advanced double-entry bookkeeping. • Implement procedures for the acquisition and disposal of non-current assets. • Prepare and record depreciation calculations. • Record period end adjustments. • Produce and extend the trial balance. • Produce financial statements for sole traders and partnerships. • Interpret financial statements using profitability ratios. • Prepare accounting records from incomplete information. Management Accounting Techniques: This unit provides students with the knowledge and skills needed to understand the role of management accounting in an organisation, and how organisations use such information to aid decision making. Students will learn the principles that underpin management accounting methodology and techniques, how costs are handled in organisations and why organisations treat costs in different ways. Learning outcomes: • Understand the purpose and use of management accounting within organisations. • Use techniques required for dealing with costs. • Attribute costs according to organisational requirements. • Investigate deviations from budgets. • Use spreadsheet techniques to provide management accounting information. • Use management accounting techniques to support short-term decision making. • Understand principles of cash management. Tax Processes for Businesses: This unit explores tax processes that influence the daily operations of businesses and is designed to develop students’ skills in understanding, preparing and submitting Value Added Tax (VAT) returns to HM Revenue and Customs (HMRC). The unit provides students with the knowledge and skills that are needed to keep businesses, employers and clients compliant with laws and practices that apply to VAT and payroll. Learning outcomes: • Understand legislation requirements relating to VAT. • Calculate VAT. • Review and verify VAT returns. • Understand principles of payroll. • Report information within the organisation. -------------------------------------------------------------------------------- DURATION 250-300 Hours WHATS INCLUDED Course Material Case Study Experienced Lecturer Refreshments Certificate

In today’s world, the accounting and finance industry is more competitive than ever and goes beyond simply having theoretical qualifications. Candidates who desire to make an impression are required to have an understanding of computerised packages such as Sage 50 Accounts & Microsoft Excel. Our 3-month training programme provides everything you need to become fully qualified in Sage 50 Accounts & Microsoft Excel. Once you have completed your training session you will gain accredited certifications and three months of remote experience directly with one of our clients. After completing this programme candidates will be able to showcase that they have the following: * Sage 50 Accounts Beginners * Sage 50 Accounts Intermediate * Sage 50 Accounts Advanced * Microsoft Excel for Accountants beginners to advanced * 3 months of remote work experience * Job reference * Career support This comprehensive training programme has been developed to enhance your CV and boost your job prospects. CPD 480 CPD hours / pointsAccredited by The CPD Certification Service DESCRIPTION What’s included * 3 months access to the online course * Professional qualifications * Guaranteed work placement (12 weeks) * Accountancy certifications * Learn industry-leading software to stand out from the crowd * Information-packed practical training starting from basics to advance principles * Course content designed considering current software and the job market trends * A practical learning experience working with live company data WHO IS THIS COURSE FOR? * Part Qualified, Freshly Qualified Accountancy Students * Graduates with No or little Job Experience * Students Currently Studying or intending to study Accountancy or want to refresh knowledge on tax and accounting * People who are already working in the industry but want to gain further knowledge about tax and accounting * And Thinking of opening an accountancy/Tax/Payroll Practice REQUIREMENTS There are no formal entry requirements for this course. We also expect the candidates to have basic knowledge of Accountancy. CAREER PATH Candidates who have completed this programme have secured jobs in the following roles; * Trainee Accountant – Salary £24,750 * Credit Controller – Salary £21,434.43 * General Ledger Accountant – Salary £23,850.60 * Accountant – Salary £28,985.77 * Insurance Accountant – Salary £29,541.25

Course description Sage 50 Accounting / Bookkeeping Training - Fast Track Overview Want to open the door to working in Finance and Accountancy Industry? Starting Sage Line 50 Accounting Fast Track Training course will enhance your career potentials and give you the skills and knowledge you need to get started in Finance and Accountancy Industry. Get a new direction for your career in Accountancy, according to statistics, the average salary for Accountants is £50,000 (Source: Reed), it is the sector where the employability rate is higher than any other sector. With the right skills and practical experience, you would be able to fast track your career in Accountancy and exactly that's where Osborne Training can fill the gap. The intensive programmes include all the skills required to fast track your career in professional Accountancy. Duration 6 Weeks Study Options Classroom Based - Osborne Training offers Daytime or Weekend sessions for Sage 50 Bookkeeping Training Course from London Campus. Online Live - Osborne Training offers online Evening sessions for Sage 50 Bookkeeping Training Classes through the Virtual Learning Campus. Distance Learning - Self Study with Study Material and access to Online study Material through Virtual Learning Campus. Certification You will receive a certificate from Osborne Training once you finish the course. You have an option to get an IAB Certificate subject to passing the exams. What qualification will I gain? You could Gain the following IAB qualifications provided that you book and register for IAB exams and pass the exams successfully: * IAB Level 1 Award in Computerised Bookkeeping (QCF) 500/9405/1 * IAB Level 2 Award in Computerised Bookkeeping (QCF) 500/9261/3 * IAB Level 3 Award in Computerised Bookkeeping (QCF) 500/9407/5 Awarding body International Association of Book-Keepers SAGE 50 ACCOUNTS COURSE SYLLABUS * Creating a Chart of Accounts to Suit Company Requirements * Sole Trader Accounts preparation * The Trial Balance preparation * Errors in the Trial Balance * Disputed Items * Use of the Journal * Prepare and Process Month End Routine * Contra Entries * The Government Gateway and VAT Returns * Bad Debts and Provision for Doubtful Debts * Stock Valuation, Stock Control, Work in Progress and Finished Goods * Prepare and Produce Final Accounts * Extended Trial Balance * Exporting Data including Linking to Other Systems * Management Information Reports * Making Decisions with Reports Using Sage * Prepare and Process Year End Accounts and Archive Data * Final Accounts for Partnerships including Appropriation Accounts * The Fixed Asset Register and Depreciation * Accruals and Prepayments * Cash Flow and Forecast Reports * Advanced Credit Control

TOTAL SAGE TRAINING (SAGE 50 ACCOUNTS + SAGE PAYROLL TRAINING) Want to open the door to working in Finance and Accountancy Industry? Starting our Total Sage Training courses will enhance your career potentials and give you the skills and knowledge you need to get started in Finance and Accountancy Industry. Total Sage Training courses are combined with Sage 50 Accounts and Sage Payroll Training. You will receive a CPD Completion Certificate from Osborne Training once you finish the course. You also have an Option to attain Certificate from SAGE(UK) subject to passing the exams. WHAT QUALIFICATION WILL I GAIN FOR SAGE TRAINING COURSES? CERTIFICATION FROM SAGE (UK) As Osborne Training is a Sage (UK) Approved training provider, you could gain the following qualifications provided that you book and register for exams and pass the exams successfully: * Sage 50c Computerised Accounting Course (Level 1) * Sage 50c Computerised Accounting Course (Level 2) * Sage 50c Computerised Accounting Course (Level 3) * Sage 50c Computerised Payroll Course (Level 1) * Sage 50c Computerised Payroll Course (Level 2) * Sage 50c Computerised Payroll Course (Level 3) LEVEL 1 * Working with Sage 50 Accounts Program Basics. * Creating Account names, Numbers & Bank Payments * Financials * Bank Reconciliations * Generating Customers Invoices * Monitoring Customer Activity * Generating Product Invoices & Credit Notes * Compiling & Sending Customer Statements * Creating Customer Receipts & Purchase Invoices * Supplier Payments * Managing Recurring Entries * Generating Reports & Information * The Active Set-Up Wizard * VAT Changes. LEVEL 2 * An overview of the Sage program * Entering opening balances, preparing and printing a trial balance * Creating customer records * Creating supplier records * Setting up opening assets, liabilities and capital balances, * Producing routine reports * Checking data, * Entering supplier invoices * Posting error corrections, amending records * Invoicing, generating customer letters, entering new products, checking communication history * Banking and payments, producing statements, petty cash * Audit trails, correcting basic entry errors, reconciling debtors and creditors * Creating sales credit notes, * Processing purchase credit notes * Preparing journals * Verifying Audit Trail * Purchase orders, processing sales orders * Processing Trial Balance * Creating Backups * Restoring data * Writing-off bad debts LEVEL 3 * Creating a Chart of Accounts to Suit Company Requirements * Sole Trader Accounts preparation * The Trial Balance preparation * Errors in the Trial Balance * Disputed Items * Use of the Journal * Prepare and Process Month End Routine * Contra Entries * The Government Gateway and VAT Returns * Bad Debts and Provision for Doubtful Debts * Prepare and Produce Final Accounts * Management Information Reports * Making Decisions with Reports Using Sage * The Fixed Asset Register and Depreciation * Accruals and Prepayments * Cash Flow and Forecast Reports * Advanced Credit Control

SAGE LINE 50 ACCOUNTING / BOOKKEEPING TRAINING - FAST TRACK If you're looking to gain competency in the world's most popular bookkeeping software, the Sage 50 Computerised Accounting course will teach everything you need to know, while helping you gain a recognised qualification. This Course is designed to provide individuals from beginner to advanced knowledge of bookkeeping and Sage 50 accounts. It is intended for individuals who aim to improve career prospects and to be able to better financial management and control of business. This course covers Level 1-3 of Sage 50 Bookkeeping/Accounting Training. Every business, no matter how large or small, is required by law to 'keep books'. Therefore, Bookkeepers play a vital role within organisations; ensuring records of individual financial transactions are accurate, orderly, up to date and comprehensive. If you are organised and methodical, like working through documents and enjoy seeing a set of figures add up properly, then bookkeeping is the career for you. WHAT QUALIFICATION WILL I GAIN? You have the choice to gain certification from one of the following awarding bodies. CERTIFICATION FROM SAGE (UK) As Osborne Training is a Sage (UK) Approved training provider, you could gain the following qualifications provided that you book and register for exams and pass the exams successfully: * Sage 50c Computerised Accounting Course (Level 1) * Sage 50c Computerised Accounting Course (Level 2) * Sage 50c Computerised Accounting Course (Level 3) LEVEL 1 * Working with Sage 50 Accounts Program Basics. * Creating Account names, Numbers & Bank Payments * Financials * Bank Reconciliations * Generating Customers Invoices * Monitoring Customer Activity * Generating Product Invoices & Credit Notes * Compiling & Sending Customer Statements * Creating Customer Receipts & Purchase Invoices * Supplier Payments * Managing Recurring Entries * Generating Reports & Information * The Active Set-Up Wizard * VAT Changes. LEVEL 2 * An overview of the Sage program * Entering opening balances, preparing and printing a trial balance * Creating customer records * Creating supplier records * Setting up opening assets, liabilities and capital balances, * Producing routine reports * Checking data, * Entering supplier invoices * Posting error corrections, amending records * Invoicing, generating customer letters, entering new products, checking communication history * Banking and payments, producing statements, petty cash * Audit trails, correcting basic entry errors, reconciling debtors and creditors * Creating sales credit notes, * Processing purchase credit notes * Preparing journals * Verifying Audit Trail * Purchase orders, processing sales orders * Processing Trial Balance * Creating Backups * Restoring data * Writing-off bad debts LEVEL 3 * Creating a Chart of Accounts to Suit Company Requirements * Sole Trader Accounts preparation * The Trial Balance preparation * Errors in the Trial Balance * Disputed Items * Use of the Journal * Prepare and Process Month End Routine * Contra Entries * The Government Gateway and VAT Returns * Bad Debts and Provision for Doubtful Debts * Prepare and Produce Final Accounts * Management Information Reports * Making Decisions with Reports Using Sage * The Fixed Asset Register and Depreciation * Accruals and Prepayments * Cash Flow and Forecast Reports * Advanced Credit Control

AAT BOOKKEEPING COURSE OVERVIEW Are you looking to develop a career in Bookkeeping? As a successful Bookkeeper, you could earn on average more than £25,000 per year. (Source: National Career Service). And if you want to become a certified bookkeeper with AATQB (AAT Qualified Bookkeeper) status, then  it is mandatory that you complete the AAT bookkeeping course to build a successful career in bookkeeping.  BOOKKEEPING COURSE DURATION You can expect the AAT bookkeeping distance learning courses to take up to 6 months to complete for most students given that you attend classes and assessments regularly. BOOKKEEPING COURSES TUTORS Osborne Training tutors are highly qualified with extensive knowledge of bookkeeping. They helped thousands of students to achieve over 96% pass rate and to reach their career goal. They are industry recognised for bookkeeping courses in UK. BOOKKEEPING COURSES FROM LONDON CAMPUS  Evening, Weekend and Daytime sessions for AAT Bookkeeping courses are offered from London campus. WHY OSBORNE TRAINING? Osborne Training tutors are expert and with many years of industry experience * You get 24/7 Access to the State of the Art Virtual Learning Campus * Free High quality study material * Free exam preparation kit * Flexible payment option available * Expert Tutorial support from the tutor * Student Discount Card from NUS* * Exam Booking Service at our campus * Various Campus around UK * Free Tablet PC ( For Limited Period) Osborne Books are provided for AAT Bookkeeping Courses. Once you successfully complete the bookkeeping course, you will get a certificate from AAT to confirm your professional bookkeeping qualification achievement. Jobs available for Bookkeeper Senior Credit Controller Sales/Purchase Ledger Clerk Accounts senior Senior Bookkeeper In these roles, you could earn on average more than £25,000 annually. (Source: National Career Service) This AAT bookkeeping course is awarded by AAT and broken down into two levels, AAT Foundation Certificate in Bookkeeping  (also known as AAT Level 2 Bookkeeping) Bookkeeping Transactions Bookkeeping Controls Advanced Certificate in Bookkeeping Advanced Bookkeeping Final Accounts Preparation Indirect Tax Once you pass all 5 assessments successfully, you can gain AATQB status giving you competitive edge to build a successful career as a bookkeeper.

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.