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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.

Runtime: 56 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Making Collection Calls

Before You Make a Collection Call

Your Pre-Call Plan

Opening Remarks

The Meat of the Call

Closing the Call

Following Up

Common Excuses

Collection Call Scripts and How to Respond to Excuses

What to Avoid

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This program format does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

This program format does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Michelle Dunn

Michelle Dunn

Michelle Dunn Writer, LLC

  • Founder of the Credit & Collections Association, LLC
  • Called the nation's authority on collecting money
  • 24 year debt collection industry veteran, entrepreneur, published columnist and award-winning writer
  • One of the top 5 women in collections for 2007 and 2008
  • One of the top 50 most influential collection professionals of 2007
  • Writer of many books and a contributor to the Wall Street Journal
  • Can be contacted at www.michelledunn.com or www.credit-and-collections.com
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 399426
Published 2016
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