Delighting Delinquent Customers:

Exceptional Collection Skills Training

 

  Delighting Delinquent Customers is a comprehensive collector training and recognition system that goes beyond other programs. Delighting Delinquent Customers teaches collectors to align with customers in a manor that creates a collaborative relationship to solve collection issues.  Thereby exceeding customer’s expectations, maintaining customer’s current status, future business with you, and creating customers for life.

 

Delighting Delinquent Customers philosophy:

Delighting Delinquent Customers is focused on the philosophy that every interaction with a direct or indirect customer should be as pleasurable as possible, even a collection interaction.  To help collectors understand this very important philosophy, Delighting Delinquent Customers covers the following:

  • The Philosophy of Delighting Delinquent Customers.
  • Key Research which supports the importance of the Philosophy.
  • A Collection Principle for working with delinquent customers.
  • Understand that the focus of the collection interaction must be placed on resolving the delinquency, not putting pressure on the person.
  • Understand that the customer and only the customer will make the final decision.
  • Understand the collection agent’s role is to influence the customer’s decision and to do so in a positive manner.

Delighting Delinquent Customers skills:

Collection agents can and do influence delinquent customer’s decisions.  To help agents be more effective in influencing decisions, Delighting Delinquent Customers covers the following Six Influencing Skills:

Delighting Delinquent Customers focus:

With any interaction it is important to develop a positive relationship.  This is especially true with a collection interaction. To help collectors understand and be able to achieve positive benefits, Delighting Delinquent Customers covers the following:

  • Understand the customer’s situation and circumstances.
  • Understand that customers have three needs, not just one, that must be met.

 

 

Text Box: “Delighting Delinquent Customers is more than skill- building; it’s also inspiring and motivational.”

  • Aligning with Customer.
  • Gathering and Checking critical information.
  • Influencing customers to honor their financial commitments.
  • Problem solving obstacles to collection.
  • Proceeding when problem solving fails.
  • Concluding the call.

  

The Six Single Skills

The six single skills have a natural conversational flow to them.  For example, as shown below, you first align to show your willingness to listen and help, then gather information by asking questions – all the while seeking ways to find a win-win solution to the customer’s delinquency problem.  When negotiation fails you will offer the customer one last opportunity to work toward a mutually beneficial solution.

 

 

 

5970 Fairview Rd.  Suite 216 § Charlotte, NC  28210 § phone (704) 552-2821 § fax (704) 552-2823

 www.advantageplusgroup.com § info@advantageplusgroup.com