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"When collectors are talking with debtors, they need to pay attention not only to what the debtors are saying, but to how the debtors seem to feel about what they are saying. contends Leonard Sklar, a former collection agency owner and now a professional collections consultant based in Redwood City, Calif.). "Collectors who fail to deal with debtor emotions rarely ever reach the root of the problem. Key points covered:
  • why most collectors stay too long with an account, and why this trait hurts productivity
  • what the top goal (other than collecting the money, of course) should be in a collection call
  • the surprising way he reccommends helping collectors be more effective in getting to the root cause of debtors' problems
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