When a consumer is upset at the start of a call, even basic verification can become difficult. Representatives often need to balance calming the consumer’s emotions with completing required verification before they can address the reason for the call.
Sherrika Newman from Revco Solutions joins Mike Gibb to discuss how collectors should handle these situations. She shares practical guidance on de-escalating tension, building rapport, and moving through the verification process in a way that helps keep the conversation productive, compliant, and respectful.