6 Tips for Dealing with Difficult or Irate Customers During Collection Calls

6 Tips for Dealing with Difficult or Irate Customers During

Collection Calls

Receivables ManagementSolutionsSince 1938

Dealing with irate customers can be difficult, especially when the customer is

threatening to kick your butt and then ditch your services. Take a deep breath, keep

calm, and read these tips for dealing with angry, difficult callers in a professional

manner.

Tip #1: Don’t Take it Personally

• An irate customer is likely to express anger through yelling, venting, using foul language, and saying insulting comments

• Understand that the customer is not mad at you, he/she is just mad at the situation

• Almost everyone says irrational (and rude) things when they are angry; understand that you are simply just an easy target for this misdirected anger

Tip #2: Listen…Effectively

• Remember, irate customers want their complaint to be heard by whomever is forced to listen, and in this case, it’s you

• Try to show the customer that you are not ignoring what they are saying, but are actively listening. Give them the stage to vent (the occasional “okay,” or “I understand,” helps)

• Understanding the complaint is the only way to begin solving it, and the only way to understand is to listen

Tip #3: Never Argue Back• If you fight fire with fire, everyone will

get burned, and nothing will be salvaged from the mess

• Matching an irate consumer’s tone will only increase their anger, make you and your company look unprofessional, and will not solve anything

• Ask yourself: would you rather win the argument or take a payment? Hearing out a consumer and keeping a calm demeanor greatly increases your chances of successfully earning a payment

Tip #4: Empathize

• After the consumer has finished ranting, show your effective listening skills by repeating some of what they have said in your response:

• “I completely understand your frustration, being placed on hold for ten minutes is time-wasting.”

• When the consumer feels that you respect their complaint, they will calm down and work with you rather than fight you

Tip #5: Apologize

• Many times when a customer is upset, they are looking for an apology, as it makes them feel better about their situation

• A simple, yet genuine apology can be the difference between retaining a customer’s business and losing them for good

• Show the customer that you care about his/her feelings, and shift the conversation to working toward a solution that leaves both parties satisfied

Tip #6: Know When to Say Goodbye• If you have tried all of the above tips

and the customer is still livid, enough is enough, and it is okay to say goodbye

• You can only help as much as the customer will let you. If they are unwilling to accept your help, its likely that nothing will please them

• Because of how reasonable you were throughout the call, there is a chance the customer will cool off and call back at a different time, finally ready to discuss solutions to the problem

We hope this helped you!

Follow this link: Front Desk Staff Collections: From IC System

to watch a free interactive presentation on how you can

utilize your front desk staff for more effective collections!

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