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Handling Deceptive Customers During Collections Call Negotiation

Watch this tutorial that gives you a hands-on-guide on how to handle deceptive or overly aggressive customers during a collections call negotiation.

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About this course

 

promoImage
description
lessonOverview

“I have never met an irate customer”, said no collector ever!

That being said, are you following all the best practices to ensure that you are not making your customers angrier and at the same time making sure that the discussion is proceeding in a more healthy way?

Tune in to this course by our industry expert, Robert Shultz, as he recommends effective tools and techniques for compassionate customer calls that yield payment and long-term customer loyalty. This tutorial also gives you a hands-on guide on all the deceptive customer red flags you should watch out for.
   
resources Coming Soon
discuss Coming Soon
instructor
name title image description
Robert S. Shultz Founder, Quote to Cash Solution Robert Shultz has had a thirty-year career as a global credit and financial executive for large multinational companies. As a Founding Partner of Quote to Cash Solutions (Q2C) LLC, he provides consulting services in all aspects of the credit and collections process for companies of all sizes in a variety of industries.
recommendation
image tag title description link duration
Collection Call Negotiations Debt Collection Calling and Negotiation Training Get maximum ROI from each call by understanding customers' behavior, identifying danger signals, and handling every unique collection call scenario now. https://academy.highako.com/collection-calls-best-practices-course 110 Mins
Collection Emails and Letters Effective Collection Calls Listening Best Practices Learn how to become an active listener by understanding the key listening qualities a collector should have. https://academy.highako.com/effective-collection-calls-listening-best-practices 30 Mins
tribe
widgetType Id components
topic collections-prioritization input

Curriculum120 Mins

  • Win-Win vs Win-Lose Collections Negotiation (~5 Mins)
  • Preview
    How a Win-Lose Collection Negotiation Creates Deception
  • Impact of a Win-Win Collections Negotiation
  • What Drives Negotiators to Lie Or Attempt to Deceive (~5 Mins)
  • Preview
    5 Major Reasons that Drives Negotiators to Lie
  • How a Negotiator Can Get Away with Lie or Deception (~2 Mins)
  • Preview
    3 Ways How a Negotiator Could Get Away With a Lie
  • Deceptive Customer Red Flags (~10 Mins)
  • Preview
    3 Red Flags to Look For in Deceptive Customers
  • 2 Red Flags to Look For in Deceptive Customers
  • 9 Key Ways to Deal With Deceptive Customers in a Collections Call(~15 Mins)
  • Preview
    9 Key Ways to Deal With Deceptive Customers in a Collections Call - Part 1
  • 9 Key Ways to Deal With Deceptive Customers in a Collections Call - Part 2
  • 9 Key Ways to Deal With Deceptive Customers in a Collections Call - Part 3
  • Responding to False Claims in Collections Negotiation (~5 Mins)
  • How to Respond to Insincerity or False Claims in Collections Negotiations
  • Handling Deliberately Deceptive Customers During Collections Negotiation (~5 Mins)
  • How to Handle Irate Customers During Collections Negotiation
  • Dealing with Aggressive or Reluctant Customers During Collections Negotiation (~15 Mins)
  • How to Respond to Insincerity or False Claims in Collections Negotiation
  • 2 Major Tips to Effective Settlement Negotiations
  • How to Deal with a Reluctant Customer - Part 1
  • How to Deal with a Reluctant Customer - Part 2
  • Dealing with Aggressive Techniques and Stressful Tactics in Collections Negotiation (~15 Mins)
  • Preview
    Dealing With Aggressive Tactics During Collections Negotiation
  • 2 Stressful Tactics Used by Customers During Collections Negotiation
  • How to Deal with Unwarranted Threats During Collections Negotiation
  • How to Respond to Unreasonable Demands During Collections Negotiation
  • Collections Negotiation Guide: FAQs (~40 Mins)
  • Collections Negotiation Guide: FAQs
  • Quick Quiz
  • Handling Deceptive Customers During Collections Call Negotiation - Quiz
  • Certificate & Feedback

About this course

 

promoImage
description
lessonOverview

“I have never met an irate customer”, said no collector ever!

That being said, are you following all the best practices to ensure that you are not making your customers angrier and at the same time making sure that the discussion is proceeding in a more healthy way?

Tune in to this course by our industry expert, Robert Shultz, as he recommends effective tools and techniques for compassionate customer calls that yield payment and long-term customer loyalty. This tutorial also gives you a hands-on guide on all the deceptive customer red flags you should watch out for.
   
resources Coming Soon
discuss Coming Soon
instructor
name title image description
Robert S. Shultz Founder, Quote to Cash Solution Robert Shultz has had a thirty-year career as a global credit and financial executive for large multinational companies. As a Founding Partner of Quote to Cash Solutions (Q2C) LLC, he provides consulting services in all aspects of the credit and collections process for companies of all sizes in a variety of industries.
recommendation
image tag title description link duration
Collection Call Negotiations Debt Collection Calling and Negotiation Training Get maximum ROI from each call by understanding customers' behavior, identifying danger signals, and handling every unique collection call scenario now. https://academy.highako.com/collection-calls-best-practices-course 110 Mins
Collection Emails and Letters Effective Collection Calls Listening Best Practices Learn how to become an active listener by understanding the key listening qualities a collector should have. https://academy.highako.com/effective-collection-calls-listening-best-practices 30 Mins
tribe
widgetType Id components
topic collections-prioritization input

Curriculum120 Mins

  • Win-Win vs Win-Lose Collections Negotiation (~5 Mins)
  • Preview
    How a Win-Lose Collection Negotiation Creates Deception
  • Impact of a Win-Win Collections Negotiation
  • What Drives Negotiators to Lie Or Attempt to Deceive (~5 Mins)
  • Preview
    5 Major Reasons that Drives Negotiators to Lie
  • How a Negotiator Can Get Away with Lie or Deception (~2 Mins)
  • Preview
    3 Ways How a Negotiator Could Get Away With a Lie
  • Deceptive Customer Red Flags (~10 Mins)
  • Preview
    3 Red Flags to Look For in Deceptive Customers
  • 2 Red Flags to Look For in Deceptive Customers
  • 9 Key Ways to Deal With Deceptive Customers in a Collections Call(~15 Mins)
  • Preview
    9 Key Ways to Deal With Deceptive Customers in a Collections Call - Part 1
  • 9 Key Ways to Deal With Deceptive Customers in a Collections Call - Part 2
  • 9 Key Ways to Deal With Deceptive Customers in a Collections Call - Part 3
  • Responding to False Claims in Collections Negotiation (~5 Mins)
  • How to Respond to Insincerity or False Claims in Collections Negotiations
  • Handling Deliberately Deceptive Customers During Collections Negotiation (~5 Mins)
  • How to Handle Irate Customers During Collections Negotiation
  • Dealing with Aggressive or Reluctant Customers During Collections Negotiation (~15 Mins)
  • How to Respond to Insincerity or False Claims in Collections Negotiation
  • 2 Major Tips to Effective Settlement Negotiations
  • How to Deal with a Reluctant Customer - Part 1
  • How to Deal with a Reluctant Customer - Part 2
  • Dealing with Aggressive Techniques and Stressful Tactics in Collections Negotiation (~15 Mins)
  • Preview
    Dealing With Aggressive Tactics During Collections Negotiation
  • 2 Stressful Tactics Used by Customers During Collections Negotiation
  • How to Deal with Unwarranted Threats During Collections Negotiation
  • How to Respond to Unreasonable Demands During Collections Negotiation
  • Collections Negotiation Guide: FAQs (~40 Mins)
  • Collections Negotiation Guide: FAQs
  • Quick Quiz
  • Handling Deceptive Customers During Collections Call Negotiation - Quiz
  • Certificate & Feedback