Comms for Collections

A customer had requested you to follow up with his Accounts Payable department for the invoice payment. Should you mark a copy to the customer on all the e-mails you send to the Accounts Payable department?

The customer responds that there is a discrepancy in the invoice amount owing to the local currency exchange rate. Sequence the response given below?
1. Provide specific calculation of the invoice amount based on the currency exchange rate
2. Greet the customer by writing “Dear Sir”.
3. Show appreciation for the prompt reply, “ Thank you for your response”
4. Provide a lead-in to the content of the e-mail, “In reference to your invoice XXX…”
5. Close the e-mail, “ In case of further clarification, please do not hesitate to contact me”

What are your customer’s expectations?
Tick the correct options.

What is the primary focus of our work?

Your customer did not respond to the first email you sent. What will you do?

You have to add the recipient names in the To: field and enter the subject. What will you do?

You are writing the body of an e-mail to follow up with the customer on a long pending payment? What guidelines will you adhere to?

Identify the good examples of closing an e-mail.

How should you write a lead-in?

What are the components of a well-written e-mail?

How would you ensure that your first impression is the best impression?

What are the guidelines for effective phone call?

How would you show effective listening skills?

A customer is quite upset about the follow up and shows his displeasure. What will you do?

You need to put the customer on hold to retrieve few details. What would you tell the customer?

You have spoken to the customer. How would you end the call?

You had a very bad day at home today and, now, you need to follow up on invoice payment. How should you speak to the customer?

Identify the dos for speaking on phone with a customer.

What should your voice reflect?

When should you call a customer?