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Training Tips for Collection Specialists
Any reply that can postpone your demand for full and immediate payment can be met in several ways. Here are some suggestions that may improve the collectability of your company's past due accounts. Please note that if you are not the originating creditor, the sample responses set forth below may not be applicatble as verification may need to be provided prior to additional contact and questioning.
"I already paid."
"In order to credit your account properly, I need to ask you when and where you sent the check and the amount it was for."
- If the check was sent more than ten days ago, ask for a new check.
- If the check is not received in a reasonable time frame, then it's time to submit the account for collection.
"Check with your bank to see if your check has cleared your account."
- If the check has cleared their account, ask for a fax of the front and back of the check.
- If the check has not cleared their account, ask for a new check.
"I can't pay."
"What's the problem?" "Do you see a turnaround in your situation?"
- If this is a long-term problem, the solution would be to suspend credit.
- If this is a short-term problem and the customer is a good payer, offer a payment of half now and the balance by a specific date. Be sure to verify the check is received when specified and for the amount specified. If the customer breaks their promise to pay, then it's time to submit the account for collection.
- If this is a short-term problem and the customer is a bad payer, then it's time to suspend credit and submit the account for collection.
"I won't pay."
"What is the dispute?"
"Could we clear up the undisputed portion of this bill?"
- If the customer is unwilling to clear up the undisputed portion or is unwilling to negotiate, submit the account for collection.
"I promise to pay."
"Since this bill is already past-due, please give me a specific date on which we will receive your check."
- If the customer is willing to give you specific information on the payment, confirm this information with them and thank them for their promise to pay.
- If the customer is not willing to give you specific information, ask them who can. If you are talking to the right person and are told they don't know when they can pay, suspend their credit and submit the account for collection.
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