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Training Collectors to Take a Customer-Service Approach

"When I first started out in collections, we were taught to have a "tough guy" attitude," recalls one veteran collector. "The delinquent customer was a deadbeat, and whether the person was one month or six months late, we came down hard. It wasn't uncommon to say 'I need you to pay your past-due amount today or I'll start legal proceedings and mean it!" But today, it's different.
  • Important factors (beyond the Fair Debt Collection Practices Act) why collectors today must have a different attitude when collecting than in years past. In this article you'll learn:
  • Several good reasons to treat your overdue accounts with a light touch
  • Specific training ideas to help collection staff make the transition from "old school" to a less confrontational approach
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