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Telephone Collection Call Scripts and How to Respond to Excuses

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.

Runtime: 59 minutes
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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 April 26, 2019.

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

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

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.

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More Program Information

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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Pay once and get a full year of unlimited training in any format, any time!

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Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 405124
Published 2019
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