When a consumer says a chatbot or email didn’t answer their questions, it can signal frustration before the conversation even begins. These moments can quickly derail a call if the representative doesn’t address the concern directly and reset the interaction.
DavidLee Richardson from Harris & Harris joins Mike Gibb to discuss how collectors should respond in such situations. He shares practical guidance on acknowledging the breakdown, clarifying what the consumer still needs, and reestablishing a productive conversation while maintaining professionalism and compliance.