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60-minute live streaming program
  • April 26
  • 1:00 - 2:00 pm EST

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Telephone Collection Call Scripts and How to Respond to Excuses

April 26

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.

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Why Lorman?

Over 32 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

Knowledge Is Power
  • Know Your Policies
  • Know Your Procedures
  • Know Your Customer
The Collection Call
  • Ask for Payment
  • Using Active Listening Skills
  • Gathering Information
  • Closing the Call for Success
Excuses
  • Common Excuses
  • How to Respond
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Why Lorman?

Over 32 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 course was last revised on September 25, 2018.

Call 1-866-352-9540 for further credit information.

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

Live Webinar Registration

  • CPE 1.2 including Specialized Knowledge 1.2
     
  • Lorman Education Services is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: https://www.nasbaregistry.org/cpas/complaints. For more information regarding administrative policies such as complaint and refund, please contact our offices at 866-352-9539. CPE Credit: Maximum Credit Hours: 1.2 each session (based on a 50 minute credit hour). You must attend at least 50 minutes to obtain credit. Field of Study: Specialized Knowledge for 1.2 hours. Prerequisite: . Level of Knowledge: Intermediate. Teaching Method: Seminar/Lecture. Advance Preparation: None. Delivery Method: Group Internet Based. Please refer to the information in this brochure for outline, course content and objectives. Upon completion of this course, you will receive a certificate of attendance. Final approval of a course for CPE credit belongs with each state's regulatory board. Please note: In order to receive CPE credit for this course you MUST use the streaming audio option, as well as enable and complete the required progress checks.
     
  • Lorman Business Center, Inc. is a registered provider for CPA CPE through the State Education Department of New York, Sponsor number: 000640. The following course will carry the subject area of Specialized Knowledge and Applications for 1.0 hour.
     

Audio & Reference Manual

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

MP3 Download

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

Who should attend?

This live webinar is designed for credit and collection managers, presidents, vice presidents, business owners and managers, lending professionals and accountants.

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Why Lorman?

Over 32 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

Micki Kell

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 an 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 contacted at [email protected] or 1-800-362-0272 ext. 202
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Why Lorman?

Over 32 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: 405124
Published 2018, 2019
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