Without reasonable confidence, one cannot be successful. So, how does a representative develop confidence? Larry Baker from RGS Financial and Mike Gibb discuss how to help a collector be confident when communicating with consumers. Source: AccountsRecovery.net
What should a representative say when a consumer says, “This debt isn’t going to show up on my credit report so I’m not going to pay it.” LaDonna Bohling and Mike Gibb discuss how to respond if this happens. Source: AccountsRecovery.net
It is not unusual for a representative to attempt to engage in conversation with a consumer who has become emotional. In a discussion with Mike Gibb, LaDonna Bohling shares her insights on how collectors should calm someone who is upset or angry. Source: AccountsRecovery.net
When speaking with someone in person, only 7% of meaning is communicated by the spoken word. 38% comes from tone-of-voice and 55% through body language. When communicating on the phone, 70% of meaning comes from tone and 30% from the words used. In a conversation with Mike Gibb, LaDonna Bohling...
One form of dispute that representatives encounter is when consumers tell them the account isn't theirs. LaDonna Bohling and Mike Gibb discuss how collectors should respond when a consumer says, "This debt isn't mine." Source: AccountsRecovery.net
Sometimes a consumer wants to use a method other than the phone to communicate about their account. Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb discuss how to handle situations where consumers ask if they can send an email or communicate via text message instead of having a...
Strong negotiation skills are critical for collection success. The proper approach goes a long way toward ensuring a successful call. Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb discuss the best way for collectors to start a negotiation with consumers. Source:...
How do you handle a consumer who is reluctant to identify themselves or otherwise engage in discussion about the debt? Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb discuss what to do when this occurs. Source: AccountsRecovery.net
It is not uncommon for a consumer to express surprise about an account. Mara Morgan from Account Recovery Specialist Inc. and Mike Gibb talk about how to respond when a consumer says, "I didn't realize that there was a balance that should have been taken care of." Source: AccountsRecovery.net
Most companies have some good collectors on staff, but many also have some great collectors on the phones. Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb talk about what separates good collectors from great collectors. Source: AccountsRecovery.net
Most people consider a good attitude as essential to success, but is that true for collection representatives? Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb discuss whether collectors can be great and have a bad attitude. Source: AccountsRecovery.net
What essential abilities should a collector cultivate to thrive? Ken Peck from Lockhart, Morris & Montgomery, and Mike Gibb discuss the most important skills that representatives must master. Source: AccountsRecovery.net