Course Presenters

The firm has three qualified presenters:

                                               Jonathan Foley

                                               Tom Murray

                                               Jim Stafford

Having presented training courses to over 3,000 credit managers/credit controllers, we have developed and refined a unique training course which focuses on the practical side of credit management.


To ensure that Credit Controllers are competitive and systematic, aware of best practice and to offer methods for targeting and measuring their performance.

The course aims to “transfer” the following skills to your staff:


  • Questioning and listening
  • How to be persuasive over the telephone
  • How to negotiate over the telephone
  • How to handle all types of excuses


At the end of the seminar the delegates will be able to operate a complete collection programme, with increased confidence and will have acquired many new ideas for immediate use.

The financial benefits will be 

  • Reduced bad debts
  • Improved cashflow
  • Faster resolution of customer disputes
  • Better customer relationships

 Seminar topics include:

  • Setting the Credit Policy
  • Establishing credit limits
  • Effective debt collection techniques
  • Time management
  • The effect of late payment on profits
  • Benchmarking – setting responsible goals
  • Planning the call and communication skills
  • Understanding the debtor’s perspective
  • The power of the telephone
  • How to develop a positive attitude
  • Questioning techniques
  • Persuasiveness
  • Competitive attitudes and assertiveness
  • Credit management documentation, month end measurements DSO, and payment patterns
  • Setting litigation policy
  • Retention of Title
  • Interest on late payment
  • When to use “Without Prejudice”
  • Overcoming excuses and delays
  • Negotiation skills
  • Collecting the debt without upsetting the customer 
  • Role plays

Suitable for

Everyone involved in collecting debts from trade customers, credit control, cash planning.  Beginners through to intermediate.


For more information please call Jonathan Foley on 01 661 4066 or email him at


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© 2015 Friel Stafford - Credit Management,