What is the best way to address a customer that becomes argumentative or
confrontational during what was up until then a routine collection call?
Answer: Often, when a
delinquent customer is looking for a fight they are doing so in order
to delay having to address the status of the past due balance. We recommend
the following:
- Don't argue back
- Be unfailingly courteous
- Listen without interruption
- Address their concerns and then
- Get back to business by asking for a specific, reasonable commitment
from them to pay the past due balance.
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