Handling Difficult Situations

Everyone has those difficult clients. This course will help staff deal with the daily pressure of their invoice financing clients whilst maximising income streams.
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Who is this course appropriate for?

This course is appropriate for all customer-facing staff and is specifically tailored to the invoice financing industry. The Client Relationship team including Relationship Managers, Account Executives and Client Managers would all benefit from this one-day course as would all staff dealing with the daily pressure of maximising funding for their invoice financing clients whilst maintaining security and maximising income streams.

Content Summary

  • Dealing professionally with difficult client situations
  • Effective negotiation techniques
  • Complaint handling
  • Managing confrontation
  • Understanding own & others’ behavioural styles
  • Effective communication skills
  • Confident telephone skills
  • Time management to avoid procrastination
  • Developing trusting relationships with clients
  • Best practice for client visits
  • Delivering bad news
  • Managing clients away

Delegate Development Outcomes

  • Confidence deal with all tricky situations
  • Recognise & manage their own behavioural style
  • Develop skills to dissipate confrontational behaviour
  • Learn best practice for handling client visits effectively
  • Productivity increase by effective time management
  • Effortless negotiation tactics
  • Longer client life from enhanced client relationships
  • Increased fee revenue from more effective negotiation techniques
  • Employees will be able to recognise a genuine complaint & handle it smoothly/escalate
  • Risk will reduce as staff are able to respond to reduced funding levels & manage clients away more effectively
The workshop was inspiring and I can’t wait to practise the skills! Matt

Related Courses

Negotiation Skills

Course Length: 1 day

Client Relationship Management

Course Length: 1 or 2 days

Effective Credit Control

Course Length: 1 or 2 days

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