When a consumer says, “This debt is from years ago. Why do I still have to pay it?”, the collector must address the concern without letting the debt’s age end the conversation. How the collector responds can help clarify the consumer’s concerns and keep the discussion focused on resolving the account. Beth Conklin from State Collection Service joins Mike Gibb to discuss how collectors should handle these situations. She shares practical guidance on responding to questions about older debts, addressing the consumer’s objection, and keeping the conversation productive, professional, and focused on resolution.
Training Bytes – Episode 159
