Debt collection is a complex task. For most creditors and debt collection agencies, the worst scenario is getting into an argument with the consumer. There are many good reasons why we need to prevent getting into a heated argument with the consumer.
A debt collector’s purpose is to remind the consumer of his obligation and that payment is already overdue. As much as possible, a debt collector must be able to get the consumer to promise to pay and comply with his promise. If the conversation starts off on the wrong foot, this goal will not be reached.
Unfortunately for some debt collectors, they are bound to call consumers who would do everything to avoid reaching an agreement to pay their debts. These are consumers who can be rude over the phone and shout at the callers. This can be really frustrating and unavoidable.
Debt collectors may have to bear in mind these simple tips to be on top of the situation:
1) Be prepared. Before making the call, make sure all information, documents and files about the debt is on hand. Explain carefully the status of the debt and how the situation can be resolved, taking into consideration what the consumer is saying.
2) Be polite and friendly. Don’t jump the gun right away, but start smoothly to prevent the onset of an argument. Listen to what the consumer had to say and comment based on that.
3) Stay calm. When the consumer starts shouting, it’s best to control your own temper and stay cool. Don’t threaten or shout back.
4) Stay in control and keep the lines open. When the consumer has turned very rude, keep the conversation short and simple but make sure to send the message that you are available in case the consumer decides to talk about his options.
