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Customer-Friendly Collections Work

While the customer-friendly approach to consumer collections has been gaining favor in recent years, one executive has been using the concept since the 1990s. "The reason is simple," this senior bank vice president says. "It works." This article explores:
  • the four starting points which are a part of their organizational philosophy - it's a balancing act and emphasizes collecting, as well as helping their customers
  • The three important strategies for putting their philosophy in action
  • Some examples of the positive phrases they use to finesse in tough collection scenarios
  • The importance of bridging (true listening) skills in the collection process
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