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Sixteen Collection Tips
 © Credit Services Corporation
 

Start your collection discussion by demanding immediate payment in full. Don't be in a hurry to make any concessions to a delinquent customer. In addition, collectors should:

  1. Approach the debt collection process systematically.
  2. Set specific and measurable goals for yourself and your subordinates. 
  3. Try not to leave voice mail messages. Call back and ask the operator to speak to a "live" person. This works more often than you might think.
  4. If you must leave a message, keep it simple. Give your name and number at the beginning and the end of the message.
  5. Ask for a return telephone call the same day.
  6. If there is an order pending, be sure to share this information. For many accounts payable departments, an order on hold automatically triggers a payment and a return call to the creditor company.
  7. Don't use your speakerphone on routine collection calls. Doing so is considered rude.
  8. Don't waste time your time or your customer's time. Get to the point of the call. Discussion of the weather or ball game score can wait. 
  9. Keep personalities out of the collection discussion. Avoid confrontations. Remain calm.
  10. Pay attention to the customer's replies to your questions and comments. 
  11. Take notes throughout the conversation of key points, comments, and commitments. 
  12. Always review your previous collection notes before making a collection call.
  13. Follow up promptly on any broken payment commitment - asking why it happened, why you were not notified, and when the payment will be made.
  14. Shorten the collection cycle by faxing rather than mailing any requested supporting documents - even when there are a large number of documents to send.
  15. Make certain your collection calls are interactive. If the customer is not communicative, be direct. Ask for their comments and feedback.
  16. When an account slows payments, contact the trade references originally provided to see if the problem is unique to your accounts receivable.