Learn responses to common excuses and how to deal with even the most difficult call.
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. The majority of 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. Many are so overwhelmed by those circumstances that they cannot see a solution. As a debt collector, you have the role of problem solver. How we respond to their excuses can make the difference between effectively collecting payment or not. The most effective tool any successful collector can have is knowledge. 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.
Agenda
Faculty
Micki Kell
Midwest Service Bureau, Inc.
- President and Owner of Midwest Service Bureau, Inc.
- Practices full knowledge and all aspects of every department within the company and the collection industry
- Regularly conducts seminars and workshops on numerous topics within the collection industry
- Active member of several local and nationally known associations, including Lorman Education Services, The Association of Credit and Collection Professionals (ACA International), Kansas Hospital Association (KHA), Kansas Association of Healthcare Patient Access and Account Managers (KAHPAM), and The Oklahoma Credit Union Collectors Association (OCUCA)
- Can be reached at [email protected] or 1-800-362-0272 ext. 202
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