When a consumer says, “I’m recording this call for my attorney,” or indicates that they plan to speak with an attorney about the conversation, a collector needs to know how to respond. Statements like these can change the direction of the call, and reacting appropriately can help prevent the situation from escalating unnecessarily. Beth Conklin from State Collection Service joins Mike Gibb to discuss how collectors should handle these situations. She shares practical guidance on responding professionally, understanding what the consumer is actually saying, and determining how to proceed with the conversation appropriately.
Training Bytes – Episode 157
