Communication methods are rapidly changing and it can be difficult to keep up. And as a debt collector, you must communicate to an increasingly diverse population. There are always going to be issues that make communication challenging.
It’s not just a matter of learning how to write a clear email anymore. It’s about receiving training in communication and human interaction that allows you to respond flexibly and dynamically to the ever-changing methods of communication.
As we all know, the debt collection industry is heavily regulated by a number of governing bodies. Communication is what separates the good agents from the great.
Here are a few things to keep in mind as you communicate with clients (or anyone, really):
- Listen. The best thing you can do as a debt collector is listen to the client. Not only will this help you address the issue at hand (see #2), but you’ll gain a better relationship with the client by listening to them first.
- Address the issue. You should be able to quickly figure out the dispute or issue at hand and find a solution. Communicate in a way that limits the issues at hand.
- Know the background information. Take the time to understand the client and any source details that may be available as soon as you can. This allows you to better understand the issue and effectively find a solution before you begin communicating with the client.
- Be Professional. This may be obvious, but should be said. There’s no need to be rude or aggressive, even if you are getting it from the other end of the line. There’s a polite and professional way to explain the circumstances to the client.
“Communication is the key to success” in any industry or business, but particularly for those of us in debt collection. Make a goal to be a better communicator in 2017.