Essential Debt Collecting Skills – Negotiating (Part 3)

“Quality in a service or product is not what you put into it.  It is what the client or customer gets out of it.” – Peter Drucker 

Continuation of “Essential Debt Collecting Skills – Negotiating” (Part 2)

‘Since negotiation is the process we use from infancy until just before we die, the issue is not a matter of recognizing that negotiation is a fundamental life skill. The real goal should be to understand how to negotiate effectively to reach wise solutions to all kinds of issues. Continue reading

Essential Debt Collecting Skills – Negotiating (Part 2)

“I’d like to add that negotiating is not something to be avoided or feared – it’s an everyday part of life.” – Leigh Steinberg

Continuation of “Essential Debt Collecting Skills – Negotiating” (Part 1) 

Negotiation is a rather complex interaction. Capturing and controlling all its complexity is a very difficult task that requires knowledge, understanding and lots of practice.  Below are some of the essentials of negotiating:

  • Know what you are trying to achieve

Having a clearly defined goal before you start the process of negotiation is a must.  At first, it really helps if you write it down and keep it somehow visible for yourself.  Later, when you get more practice and experience this would come naturally as the first step. Continue reading

Essential Debt Collecting Skills – Negotiating

Observing a Master Negotiator at work … is an ‘Art Form’.   But, did you realise YOU could EASILY become one yourself? 

NEGOTIATION is an essential skill in our everyday interactions. We daily use it in all areas of our life without even realising it.  Some people are naturally better negotiators than most.  But negotiation is a skill that all of us can learn to master if we put an effort into it.

Becoming a master negotiator will help everyone generally in life, but especially in business.

The role of effective negotiation cannot be underestimated in the debt collection. Debt collecting requires you to become a master negotiator and master the skill of finding a win-win situation that would make your client happy to pay you, and to pay you as soon as possible. Continue reading

6 Ways to Get An Angry Customer to Back Down

Dealing with customers on the phone is arguably more difficult than dealing with customers in “face to face” situations. This short training telephone skill video will provide practical tips and techniques to support your staff in dealing with some of the demanding and awkward situations they must face in dealing with angry customers.

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How To Not Collect a Debt (Part 2)

“I like to do all the talking myself. It saves time, and prevents arguments.” – Oscar Wilde

” A foolish man tells a woman to stop talking, but a wise man tells her that her mouth is extremely beautiful when her lips are closed” – unknown 

The video in the previous post is funny, as it teaches a crash course on How not to talk in a debt collecting call. 

When making a call, do you make note of the following;

  • The tone of your voice?
  • The  knowledge of the actual debt?
  • The answers given following the client’s comments? Continue reading

Customer Complaints – The Truth Behind Them (Part 2)

“Effective leaders use customer service tools to ensure customer satisfaction and retention, and financial growth.” 

Here are a few easy steps to get to the root of the problem and to find out how to make that client or customer a “repeater.”

LISTEN: Close your mouth and listen. DO NOT INTERRUPT!! Let him or her blow off steam, get it out, and, as psychologists and facilitators say — “vent.” Sometimes that’s all they really need to do. The complaint they have may not be the real problem. It may have been the spark that created the fury. Continue reading