collections 101

3. service / Ability to collect the debt fairly while retaining customer goodwill is a form of _____ _____.
4. playing / ___________is a handy method for training and developing Good phone skills.
6. / You want to sound ________ when making a collection call not arrogant, rude or cocky.
9. control / _____ _________Allows you to manage the call in such a way that the call does not go in the wrong direction.
10. / This is ______ ______ fundamental to collections but not everyone is a natural.
12. / _______ is a virtue during the collection process and often leads to getting paid.
13. / __________ means both parties feel like they are on equal ground during the collection process.
14. / Effective collection requires the management of ___________. It’s really easy for new collectors to take calls personally and allow their what to override their training.

1. / Be mindful of customers _______________ and empathize.
2. / Don't hang up the phone without ________ their commitment; your expectations; and, the consequences if the arrangements are not.
5. Skills / ______ ______ need to be used daily so that people will tell you just about everything you need to know.
6. skills / Good ______ _______ are necessary you may be the only person this individual interacts with within our organization.
7. / Good collectors are good ________.
8. / There is no magic answer in debt collection. Every debtor is different. What works really well with one, may get you nowhere with another. This is also know as _____________
11. interpersonal / An example of ________ _________ skills can be displayed by interacting professionally within their team, resolving conflicts and learning about their teammates.