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Defusing Delinquents' Anger

There are two main reasons customers react to collection calls with anger. But more important than those two reasons is what you do about that anger; how you and your staff react to it. One's natural reaction is to become angry yourself, but that would not be productive. Read on to learn:
  • Five specific steps to take to control the collection call (and your own emotions) when you find yourself dealing with an angry customer.
  • A right and a wrong way to phrase your questions
  • Coping methods: Five suggestions for managing stress after the call
  • Ways managers can stay on top of the stress experienced by their collection staff
  • Telltale signs that a collector is experiencing a stressful call
  • Ways collection managers can help cope deal with the aftermath of a stressful call
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