Telephone Collection Call Scripts And How To Respond To Excuses
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Telephone Collection Call Scripts and How to Respond to Excuses
Author: Michelle Dunn
language: en
Publisher: Createspace Independent Publishing Platform
Release Date: 2013-02
As someone who has made thousands upon thousands of debt collection calls as a credit manager and first party collector and as an agency owner and third party collector, I wanted to share what I know about making these calls so that you can improve on your calls. To take the fear out of it, just remember that making a collection call is like making a customer service call. You are calling about a problem with the account and you just want to resolve it. You will learn what common excuses people give and what you can say to them in order to keep the call moving in the right direction and not going off track. You will learn how to notice a red flag with an account that you are calling and be able to avoid disaster by taking specific steps based on your knowledge of what is happening with that particular account. This book will help anyone who owns a business and needs to call customers that are past due. It will help accounts receivable clerks who make calls to delinquent accounts; it will help credit managers who make collection calls or "your account is on credit hold" calls. This book will also help collectors who work for a third party collection agency. This book is meant to be a guide for bill collectors. I have shared with you actual and specific steps I have taken in my years of doing collection work that have worked well for me. I have found that when making collection calls and dealing with excuses, you must be firm, tread lightly, have compassion and treat the account carefully. Treat the account (not the customer) like a child who needs your guidance and help to get this paid. This has worked very well for me and I have successfully collected more money than other collectors based on following these steps.
The Complete Book of Collection Letters, Telephone Scripts, and Faxes
Are outstanding debts eating away at your business's profitability? This valuable "toolbox" of over 400 collection letters, scripted collection calls, directions for visiting customers in person, plus model faxes can help you turn accounts receivable into accounts paid. Avoid the costly trap of chasing down a small number of problem accounts, limit delinquencies, stay on the right side of the law, and reduce the time it takes to collect balances. This groundbreaking volume can help you substantially increase your cashflow without a lot of costly and time-consuming systems changes. At last you'll have the time and the money to run your business more effectively. Step-by-step procedures and ready-to-use forms help you organize or reorganize your credit department, construct more useful credit files, and build a new credit policy that keeps customers happy and keeps the payments pouring in. Cecil Bond is full of sound advice on: precautions you must take when collecting by mail ... how a conciliatory tone can be more effective than a threatening posture ... setting up a payment program to work with your customers' cashflow ... the advantages of "doing lunch" with a customer ... writing the final demand letter ... and what bad-debt accounts are better left alone. For both commercial and consumer accounts, for business managers and owners, The Complete Book of Collection Letters, Telephone Scripts, and Faxes is a veritable treasure trove of the dos and don'ts of collection methods; what's legal and what's not; key ingredients in successful letters and how long they should be; how to avoid controversial statements; how to structure and control collection telephone calls; and when to employ acollection agency. Actual samples with clearly explained procedures include the letters that generate payments with the key words that get action; how to freshen up a favorite letter, and how to selectively use the form letters in this guide; putting it all together: integrating letters, calls, faxes - and visits; your collection efforts and the law - practices to avoid; deploying your credit department people to collectible accounts; screening accounts for creditworthiness; the most effective series of collection notices; combining the strengths of letters and telephone calls; tailoring your efforts: when and how to use more than one option; when and how to use a collection agency; and steps for salvaging bad-debt write-offs.
Credit and Collections
Author: Michelle Dunn
language: en
Publisher: Cambridge Scholars Publishing
Release Date: 2013-02-14
The credit crisis, high fuel costs, job losses, bankruptcies, foreclosures and the failing economy are all contributing to factories closing, job loss and business owners going out of business because they can’t get paid. Learn how to take specific steps and use positive action to streamline and maximize your credit management policies. This book, Credit and Collections: A Business Perspective, is for businesses that have past due customers and need help collecting from them. It is for businesses who want to check their customer’s credit to limit credit risk and avoid bad debt. Things that have worked in the past are no longer working; everybody’s credit has changed, everyone’s job situation has changed, people have lost their homes due to the economy or weather and the flow of our business cash has taken a hit. Credit and Collections: A Business Perspective will help anyone who has customers that owe them money and will give them specific steps and actions they can take to make effective collection calls that work. This book will show you how to check a customer’s credit and determine their credit worthiness before you extend credit to someone who may not be able to pay you. With this book you can protect your business and your bottom line by protecting your most important asset, your cash flow.