Thursday, February 20, 2014

Quick Tips for Better Communication

Today it seems like every call is either a stall or a complaint. At Cascade Credit Consulting we are constantly working to sharpen our communication skills when dealing with these type of calls.

When dealing with consumers who have disputes or complaints, billers and collectors should always remember the following:
  • Don't be afraid to engage with the upset consumers - they can be turned around.
  • Don't judge consumers too quickly.
  • Stay calm. If consumers raise their voice, lower yours. Don't add fuel to the fire.
  • Listen to consumers and let them vent.
  • Use empathetic phrases such as, "I understand," "I'm sorry," and "I'm here to help."
  • Don't rush the conversation. Take time to build rapport with consumers and ask questions.
  • Take personal responsibility for any problems. Admit any mistakes, be humble and offer to make it right.
  • Never say "no" or "I can't." Instead, tell consumers what you can do.
  • Find a way to compliment consumers.
  • Don't overwhelm consumers with too many facts or figures.
  • Always follow through with complaints in a timely fashion and keep promises made.
Lemons into Lemonade -

Complaints and angry calls can be hard to take, but sometimes they can have positive results. By developing a comprehensive complaint and dispute resolution process, companies can turn disgruntled consumers into loyal clients, identify any compliance weaknesses and diffuse problems before they escalate.

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