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Collections -- The Human Side

"Credit professionals must be 'people' people," insists Kathleen Tomlin, CCE, credit manager at Kaiser Cement Corp. (Pleasanton, Calif.). "You have to realize that when you're calling a customer for money, you're not talking to a company, an account, or a statistic. You're talking to a real person--just like you. You're asking that real person to cut you a check and mail it to you."
  • what techniques Tomlin uses to develop a good personal relationship with her customers
  • a little, but much appreciated, gift that Tomlin brings with her when visiting customers
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