Financial Customer Service: A Guide to Making Smarter Business Decisions
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- Wiley
More About This Title Financial Customer Service: A Guide to Making Smarter Business Decisions
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H. A. SCHAEFFER JR., C.C.E., C.E.W., is President of D&H Credit Services, Inc., a credit and financial customer service consulting firm to all sizes of manufacturers, wholesalers, government agencies, and credit organizations located in Port Washington, New York. He has served as a credit consultant for a number of midsize companies as well as Fortune 500 companies, including Bausch & Lomb and Mobil, Inc. Schaeffer is a certified expert witness in bankruptcy preference actions. He represents creditors who have been served with a preference action by a trustee and has negotiated on behalf of several companies that have faced difficult large collection issues. He has taught credit courses for the American Management Association (AMA), the National Association of Credit Management (NACM), and Dun & Bradstreet. He has also taught customized courses for Fortune 500 companies and noncredit organizations.
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WHOM TO ASK AND ASKING THE RIGHT QUESTIONS.
Questions to Ask the Accounting Department.
Questions to Ask When the Credit Department Is Considering Granting Credit.
Questions to Ask Once a Decision Has Been Made to Go Forward.
Questions to Ask Accounts Receivable.
Questions to Ask the Customer Service Department.
Questions to Ask the Information Technology Department.
Questions to Ask the Operations Department.
Questions to Ask Regulatory Affairs.
Questions to Ask Sales and Marketing.
Questions to Ask Top Management.
MAKING OBSERVATIONS AND RECOMMENDATIONS ALONG THE WAY.
Accounting Function: Recommendations and Observations.
Credit: Rcommendations and Observations.
Collection Function: Observations and Recommendations.
Accounts Receivable Function: Observations and Recommendations.
Customer Service Function: Observations and Recommendations.
Information Technology Function: Observations and Recommendations.
Operations Function: Observations and Recommendations.
Regulatory Affairs Function: Observations and Recommendations.
Sales and Marketing Function: Observations and Recommendations.
Top Management: Observations and Recommendations.
PLANNING THE STEPS NECESSARY TO REACH YOUR GOAL.
Evaluating Your Resources.
Integrating the Resources.
Successfully Selling Your Changes to Top Management.
EVALUATING YOUR RESOURCES.
Laying the Groundwork.
Determining the System's Capacity and Computer Capability.
GETTING STARTED.
Current Staffing Compared to Future Needs.
Training the Staff.
Setting Up the Proper Phone System.
Creating a Buy-In Policy and Procedures Manual.
Final Adjustments to the Operation.
Epilogue: Financial Customer Service Revisited.
Audit 1: Six Months.
Audit 2: One Year.
Audit 3: Two Years and Every Other Year Thereafter.
Appendices.
Index.
Questions to Ask the Accounting Department.
Questions to Ask When the Credit Department Is Considering Granting Credit.
Questions to Ask Once a Decision Has Been Made to Go Forward.
Questions to Ask Accounts Receivable.
Questions to Ask the Customer Service Department.
Questions to Ask the Information Technology Department.
Questions to Ask the Operations Department.
Questions to Ask Regulatory Affairs.
Questions to Ask Sales and Marketing.
Questions to Ask Top Management.
MAKING OBSERVATIONS AND RECOMMENDATIONS ALONG THE WAY.
Accounting Function: Recommendations and Observations.
Credit: Rcommendations and Observations.
Collection Function: Observations and Recommendations.
Accounts Receivable Function: Observations and Recommendations.
Customer Service Function: Observations and Recommendations.
Information Technology Function: Observations and Recommendations.
Operations Function: Observations and Recommendations.
Regulatory Affairs Function: Observations and Recommendations.
Sales and Marketing Function: Observations and Recommendations.
Top Management: Observations and Recommendations.
PLANNING THE STEPS NECESSARY TO REACH YOUR GOAL.
Evaluating Your Resources.
Integrating the Resources.
Successfully Selling Your Changes to Top Management.
EVALUATING YOUR RESOURCES.
Laying the Groundwork.
Determining the System's Capacity and Computer Capability.
GETTING STARTED.
Current Staffing Compared to Future Needs.
Training the Staff.
Setting Up the Proper Phone System.
Creating a Buy-In Policy and Procedures Manual.
Final Adjustments to the Operation.
Epilogue: Financial Customer Service Revisited.
Audit 1: Six Months.
Audit 2: One Year.
Audit 3: Two Years and Every Other Year Thereafter.
Appendices.
Index.
