Understanding and Interpreting Debtor’s Needs
· Listen to his/her whole story. LET him/her FINISH!
· Repeat his problem in order to assure him that you have listened.
· In a sympathetic and polite tone of voice, suggest a solution.
Most debtor-frustration is aggravated by the fact that they think nobody is listening
E.g.: Mr Smith is very angry and he says:
“I have always paid my accounts on time and this one month I don’t, you are on my back!"
So, after you have listened attentively, you should repeat his problem in a friendly CARING voice:
“I realise sir that you have in the past always paid your accounts in time, so I was wondering if perhaps you had just forgotten this month. Let me see how I can help you to make another arrangement.”
When making a difficult call
Work out beforehand exactly what you wish to say.
Stand while making the call – it will help you sound more assertive.
Get to the point fairly quickly. (The reason I’m calling is…)
Try and drop the pitch of your voice at the end of sentences and phrases – it will make you sound more definitive.
Do not stutter or repeat yourself too many times. It shows you are not confident about what you are saying.
From: Debt Collecting and Credit Control Course
Johannesburg