Introduction
Be kind to those, who depend on you.
Attar
Dear reader, in this book we will introduce you the basics of collecting arrears, we will also describe the basic things that every novice must know and it may be useful for experienced collector, who wish to refresh his knowledge and skills. It’s not the fact that any experienced collector is a good professional, and he’s doing the right thing, even if he achieves some success. Unfortunately, there is no education in Russia as “the collector” or something like this, but now it would be very popular. That’s why we take the responsibility to educate or just direct people on the right way in this difficult business. And the answer to the question “Who are you to teach us?” is: we’ve been doing this business since 2009, we used to work in several “strong recovery” banks. And in this case we’ve tried everything: from useless persuasion to direct threats and requests from the prosecutor’s office for these threats. None of this gave the desired result, and we soon realized that it was necessary to change the approach to the work fundamentally. Now under our leadership the Department of remote collection and all questions, appearing in its work became brighter, because now we are watching at the conversations with debtors as outside observers. This material started to be created in the conditions of necessity for mass education of new professionals and with each new addition it have been getting into a ready, universal manual for employees of the Department of collection.
In this edition you will find out the following information: what you can’t do, and what you should do to return back money into your company, as well as the terms and laws that the caller should know, when he‘s calling the debtor, not to look stupid before the debtor, and the variety of answers, which will eliminate most of the client’s objections. Our method allows to experience less stress when dealing with the debt, because negative and stress appears only in absence of necessary knowledge and the desire to “knock out” the money from the debtor by any means. Proper use of tools that we offer below, will greatly improve efficiency and achieve the desired success in this difficult work, avoiding claims and complaints about your work. We are sure – this book can help you, the only question is whether you want it.
So, let’s begin.
Do not start anything when you’re angry! A fool is the one, who sits down on ship in a storm.
I.Gaug
Structure of the conversation
Before the study of what to say to the client, you need to understand when and in what order to say it.
Greeting. If we don’t want to get the negative from the client for no reason, it is better to say “hello”.
Informing the purpose of the call. It’s necessary to determine the subject of conversation (calling the product, time of delay, the amount of delay). The debtor must understand clearly, why we are making a call.
Finding out the reasons for non-payment. If you don’t find out the reasons, you will not eliminate the objections. Don’t confuse with bringing consequences of non-payment – they are different things; at this point we don’t motivate to pay, we explain to the client that he hasn’t got any reasons for non-payment,
Informing about requirements. It’s necessary to set a clear deadline for payment: a long payment period is not recommended (it is better not to give more than 3 days). You should never agree the timing dictated by the client – at least for a day, but set a shorter period.
Motivation. No matter if we have informed about the claim or have received a promise from the client, it’s necessarily to pronounce the arguments to pay, in every conversation we recommend using at least one of the articles of the Criminal Code or the Civil Code. You should find out customer’s new contact numbers (parents’, colleagues’, family members’): it’s necessary for the client’s motivation to continue to answer calls, to fulfill his promises of payment.
Conclusions. Once again, we speak about the amount and the time of payment, better under the customer’s signature, and refine the methods of payment, if the debtor can’t tell where he is going to pay; most likely, he’s not going to do it.
Ending the call. Make sure whether all the information is clear, say “goodbye”.
So:
Greeting
Informing Reason for Calling
Finding out the reasons for non-payment
Informing requirements
Motivation
Conclusions
Ending the call
Even experienced staff needs this structure before eyes during conversations with customers – it will organize the conversation and avoid missing important points of discussion.
We’ve determined the order of construction of the conversation, but what do you need to say, why? We have one goal: to receive payment of the debt; but how force a person do it, if he doesn’t want? Threats? No, it’s fraught with criminal prosecution, you must not break the law in any case, and it is not worth it. You must enter the client’s comfort zone, his personal space, but how to do it by the phone call? It’s easy.
