Telephone Collection Call Scripts and How to Respond to Excuses
Collection call scripts and pre-planning – be prepared for any excuse and situation to ensure that you’re not caught off-guard. As someone who has made thousands upon thousands of debt collection calls as a credit manager and first-party collector and as an agency owner and third-party collector, Michelle Dunn wanted to share what she knows about making these calls so that you can improve on your calls. You will learn what common excuses people give and what you can say to them in order to keep the call moving in the right direction and not going off track. You will learn how to notice a red flag with an account that you are calling and be able to avoid disaster by taking specific steps based on your knowledge of what is happening with that particular account. This topic will help anyone who owns a business and needs to call customers that are past due. It will help accounts receivable clerks who make calls to delinquent accounts; it will help credit managers who make collection calls or your account is on credit hold calls. This topic will also help collectors who work for a third-party collection agency.
Who should attend?
- Making Collection CallsBefore You Make a Collection CallYour Pre-Call PlanOpening RemarksThe Meat of the CallClosing the CallFollowing UpCommon ExcusesCollection Call Scripts and How to Respond to ExcusesWhat to Avoid
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