6 Tips for Dealing with Difficult
or Irate Customers During
Collection Calls
Receivables Management
Solutions
Since 1938
Dealing with irate customers can be difficult,
especially when the customer is threatening to
kick your butt and then ditc...
Tip #1: Don’t Take it Personally
• An irate customer is likely to
express anger through yelling,
venting, using foul langu...
Tip #2: Listen…Effectively
• Remember, irate customers want
their complaint to be heard by
whomever is forced to listen, a...
Tip #3: Never Argue Back
• If you fight fire with fire, everyone
will get burned, and nothing will be
salvaged from the me...
Tip #4: Empathize
• After the consumer has finished
ranting, show your effective
listening skills by repeating some of
wha...
Tip #5: Apologize
• Many times when a customer is
upset, they are looking for an
apology, as it makes them feel
better abo...
Tip #6: Know When to Say Goodbye
• If you have tried all of the above
tips and the customer is still livid,
enough is enou...
We hope this helped you!
Follow this link: Front Desk Staff Collections: From IC System
to watch a free interactive presen...
Legal Disclaimer
No Attorney-Client Relationship Created through this
Presentation: Neither your receipt of information fr...
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6 Tips for Dealing with Difficult or Irate Customers During Collection Calls

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This slideshow provides easy tips that collection callers should be mindful of when speaking with an irate customer.

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  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Question: Who in your business office (dentist, chiropractor, veterinarian) is responsible for collecting unpaid customer bills? Is it you? Your office manager? An outside collection agency?
    Answer: We believe your front desk staff CAN and SHOULD be handling the majority of these accounts.
  • Transcript of "6 Tips for Dealing with Difficult or Irate Customers During Collection Calls"

    1. 1. 6 Tips for Dealing with Difficult or Irate Customers During Collection Calls Receivables Management Solutions Since 1938
    2. 2. Dealing with irate customers can be difficult, especially when the customer is threatening to kick your butt and then ditch your services. Take a deep breath, keep calm, and read these tips for dealing with angry, difficult callers in a professional manner.
    3. 3. Tip #1: Don’t Take it Personally • An irate customer is likely to express anger through yelling, venting, using foul language, and saying insulting comments • Understand that the customer is not mad at you, he/she is just mad at the situation • Almost everyone says irrational (and rude) things when they are angry; understand that you are simply just an easy target for this misdirected anger
    4. 4. Tip #2: Listen…Effectively • Remember, irate customers want their complaint to be heard by whomever is forced to listen, and in this case, it’s you • Try to show the customer that you are not ignoring what they are saying, but are actively listening. Give them the stage to vent (the occasional “okay,” or “I understand,” helps) • Understanding the complaint is the only way to begin solving it, and the only way to understand is to listen
    5. 5. Tip #3: Never Argue Back • If you fight fire with fire, everyone will get burned, and nothing will be salvaged from the mess • Matching an irate consumer’s tone will only increase their anger, make you and your company look unprofessional, and will not solve anything • Ask yourself: would you rather win the argument or take a payment? Hearing out a consumer and keeping a calm demeanor greatly increases your chances of successfully earning a payment
    6. 6. Tip #4: Empathize • After the consumer has finished ranting, show your effective listening skills by repeating some of what they have said in your response: • “I completely understand your frustration, being placed on hold for ten minutes is time- wasting.” • When the consumer feels that you respect their complaint, they will calm down and work with you rather than fight you
    7. 7. Tip #5: Apologize • Many times when a customer is upset, they are looking for an apology, as it makes them feel better about their situation • A simple, yet genuine apology can be the difference between retaining a customer’s business and losing them for good • Show the customer that you care about his/her feelings, and shift the conversation to working toward a solution that leaves both parties satisfied
    8. 8. Tip #6: Know When to Say Goodbye • If you have tried all of the above tips and the customer is still livid, enough is enough, and it is okay to say goodbye • You can only help as much as the customer will let you. If they are unwilling to accept your help, its likely that nothing will please them • Because of how reasonable you were throughout the call, there is a chance the customer will cool off and call back at a different time, finally ready to discuss solutions to the problem
    9. 9. We hope this helped you! Follow this link: Front Desk Staff Collections: From IC System to watch a free interactive presentation on how you can utilize your front desk staff for more effective collections!
    10. 10. Legal Disclaimer No Attorney-Client Relationship Created through this Presentation: Neither your receipt of information from this presentation, nor your retention of I.C. System, Inc., or its legal counsel creates an attorney-client relationship between you and I.C. System. No Legal Advice Intended: This presentation includes information about legal issues and legal developments. Such materials are for informational purposes only and may not reflect the most current legal developments. These informational materials are not intended, and should not be taken, as legal advice on any particular set of facts or circumstances. You should contact an attorney for advice on specific legal problems. © 2014 I.C. System, Inc. All Rights Reserved.
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