Sometimes after a payment request, a consumer responds, "I lost my job and don’t have any extra money to pay this." Kristi Loyer from Wilber and Mike Gibb discuss how to handle this situation. Source: AccountsRecovery.net
Sometimes after a payment request, a consumer will ask for a statement. Debra Ciskey of ARM Compliance Business Solutions joins Mike Gibb to discuss how to handle these requests. Source: AccountsRecovery.net
When a consumer says something like "I am refusing to pay this debt", what should the representative do? Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb discuss how to respond if this happens. Source: AccountsRecovery.net
What should a representative say in response to a consumer who says something like “I saw a video online, you can’t do that”, or “I don’t have to pay you because…”? Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb discuss how to respond when such situations arise. Source:...
The way a representative communicates during a call plays a crucial role in account resolution. Debra Ciskey of ARM Compliance Business Solutions and Mike Gibb explore whether being overly nice could hinder the effectiveness of a collection call. Source: AccountsRecovery.net
A representative will not always be able to reach a payment agreement with a consumer during a call. Aaron Keyes from L J Ross Associates and Mike Gibb discuss the best way for a collector to end a conversation when they are unable to arrange payment. Source: AccountsRecovery.net
Occasionally, a representative will connect with a consumer who is not fluent in English. Aaron Keyes from L J Ross Associates and Mike Gibb discuss how to handle situations where the consumer doesn’t speak much English or where English is not his/her first language. Source: AccountsRecovery.net
It is estimated that in person-to-person interactions, body language, tone, and words account for 55%, 38%, and 7% of communication, respectively. In a phone call, where body language cannot be seen, tone accounts for a very large percentage of communication. That percentage could be as high as...
The specific motivations needed to engage with and influence a consumer are usually unknown to the representative prior to initial contact. This week, Kelli van Cleave from ACA International and Mike Gibb discuss the most significant factor in getting an account resolved on the first call between...
A consumer may ask why he or she needs to make a good-faith payment. Kelli van Cleave of ACA International and Mike Gibb discuss how to respond if this question is asked. Source: AccountsRecovery.net
A consumer may dispute an account with a statement like: "I never received the service (or merchandise)". Kelli van Cleave of ACA International and Mike Gibb discuss how to respond if this happens. Source: AccountsRecovery.net
Consumers may sometimes doubt the legitimacy of a call regarding their account or question whether the caller truly represents a legitimate company. In this episode, Kelli van Cleave of ACA International joins Mike Gibb to share practical strategies for establishing trust and confirming the...