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Only registered attendee will receive continuing education credit.
Product ID: 405124
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Telephone Collection Call Scripts and How to Respond to Excuses

Live Webinar
April 26, 2019
1:00 pm ET (12 pm CT, 11 am MT, 10 am PT)
1 hour
Live Webinar$219Register Now
Can't Attend?   Audio & Reference Manual$219Add to Cart

Develop skills necessary to effectively navigate through a collection call while remaining professional and compliant.

Asking people for payment is the easy part; it gets more difficult for some of us when the person does not readily agree to pay. As collectors we hear many different excuses for nonpayment, some real some not so real. Most excuses are simply the consumer’s way of asking for help. They are now in a situation they are not sure how to resolve and in most cases circumstances beyond their control put them in this situation. Most are so overwhelmed by circumstances they cannot see a solution. As a debt collector you have the role of problem solver. How we respond to their excuse can make the difference between effectively collecting payment or not. The most effective tool any successful collector can have is knowledge. It will also help avoid unnecessary complaints while achieving a winning outcome. You will take away responses to the more common excuses and you will hear and learn how to deal with even the most difficult call.

Learning Objectives

• You will be able to define the different types of situations common to consumers having a difficult time paying so you can successfully resolve the account.

• You will be able to difference between a consumer stalling with excuses or the consumer having a difficult time paying a debt and in need of your guidance.

• You will be able to explain the importance of listening to the consumer and asking questions so you can have a clearer understanding of their situation which will allow you to find a resolution.

• You will be able to discuss reasonable resolutions while remaining professional and in control of the conversation allowing you to avoid the call escalating and put you at risk of costly compliance issues.


Live Webinar$219Register Now
Can't Attend?   Audio & Reference Manual$219Add to Cart