Accounts receivable department is full of problems. It is the nature of work. Some of the problems are due to direct customers, but sometimes something to customers that have been made by someone in your company are responding to. However, your company may have a customer support or customer relations department, many customers will call the accounts receivable department of the problems reported. And customers for your people handle the situation someone else is expected to have responsibility within your company. Just for a method to deal with this customer is to transfer the appropriate department. Think about this for a moment. How many times have you had a problem with a company and try to resolve it, only second to be transferred from one person to do? Do not get into this mode of operation. Your department has a rule that should be the last person who answered the telephone his or her client for negotiations to solve the problem.
Once this will not work when the client is a technical question that your company should be answered by a technical person. If this type of situation comes up, the client you answer that, but you have the answer, or the person who can answer questions, will find and then tell his or her phone back. But whatever you do, you think the person should handle the problem easier to move the client does not fall into the trap. Things kind of problem you think there are four basic problems that your department will encounter situations when dealing with customers. In this section, you will learn what these situations and to deal with them effectively. Legitimate problem accounts receivable department received about every day of the billing problems that cause your company and the need to resolve the call as soon as possible. Accounts receivable department of the problem is not related in any way to use the process outlined above to handle the situation.
Often, however the problem is related to accounts receivable department, with a telephone call can not be resolved. When this happens, the client may be told to take action because the problem not be solved what may be the solution, and when the customer is notified and how should the problem has been resolved. Status misunderstanding some times when clients misinterpret and get the wrong impression that there is a problem. When this happens, it is important that you understand the processes that later person thinks this is a problem, no fear or hostility, then the customer may be due to misunderstanding of the section was to relieve is the following. Smokescreen is there to your current billing customers realize they are not being able to pay and to great lengths to invent problems are your billing will be deferred. When this type of call comes in, your people processes in this chapter you will learn to use it must identify the type of call, and the collection techniques you learned in Chapter 5, will use "an effective collection program, "the customer is trying to take action to deter and resolve the situation.
The final type of general collection of problem situation that handles accounts receivable department is the most common situation. The general collection situation. Chapter 5 explains how to handle this problem. Using clear view, simply stated that the customer with a problem situation is important to communicate clearly and properly. This position is working with a client, what type, you should be able to do, or to understand what exactly you are trying to communicate. There are four simple rules that you make sure that the customer really say everything you think it means that as you can follow. At a time when a single concept is a complex problem, it simple is important to break more easily understood parts. The short, simple answer to the problem to explain. Before moving on to the next part of the problem, make sure the customer is the answer that you gave to the first part of the problem, be sure to understand. Speak in clear sentences
Knowing who our customers we are talked about the importance, we said that your companies and products are well to be able to speak their own language enough to understand. In contrast to this is also true: Never talk in the jargon of your company. All companies have a jargon that is used when their own products or services, or internal procedures mentioned. It is important that your company does not use jargon when you talk to your customers. Jargon words and phrases that speak to the company's employees are aware of, and easy to understand words or phrases that the client will understand that these substitute. Now take the jargon words and phrases that are not can be used to start a list of talking to the customer. This list should be formally accounts receivable department passed out to every employee. If necessary, a staff list and discuss why you have given out the meeting. Short term strength concrete concrete words and actions that an object noun or verb are defined properly. Adjectives and adverbs to describe nouns and verbs are. When you talk with customers you use adjectives and adverbs should be avoided when possible. Sometimes it is impossible or impractical, especially when you really are trying to describe a particular object, but in general to use simple words that try a direct message.
Use the active voice, using the two actions are: the active voice or passive voice. Active verbs you put into action, and that is where you want to go. What do you say the power of passive verbs are weak and therefore, undermine the ability to solve their problems. Active and passive voice is more direct and more power. It is far better to say: "I handle this problem and will get back to you tomorrow." Again said: "You can be assured that the problem will be controlled and you will receive a call can last." The second example, a speaker leaves entirely out of the picture. Use the active voice, and each central solution to the problem. Your attitude is the key you have already learned that your attitude toward your customers is important and that it has a major impact on many areas of business, but it is advisable to repeat the subject here because it is important when dealing with our customers people who have problems. Nothing enthusiastic voice of enthusiasm in your department faster than a friend a grumpy, cranky customer changes. Customer senses that he or someone who really cares and wants to help with this problem talking to the customer suddenly becomes a different person.
You and your fellow employees to use this same process to pump myself up angry customers and bad problems can face another day Be honest. But it works only if you are sincerely motivated. It is important that you sincerely want to help the person on the other end of the phone are. It is often difficult to show appreciation to anyone who avoid paying his or her bill or someone is trying to show appreciation to show appreciation to cheat you or you can try to cheat sounds. But when you are dealing with this type of person, or nothing will stop it fast all around her sincere admiration and appreciation. The question is, what do you use as the basis for appreciation? Key to what he or she is not to praise something that he or she does, the human being. A simple statement like, "Mr. Jones, we value you as a customer, and I all I can solve this problem would be a sincere compliment or a person who is behind on their bills or who may be can be used to pay the bills trying to avoid.
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