How to handle complaints
The Collector must handle complaints, if the bill is to be collected. The Collector will not transfer the call to another department. This builds peachy pen-pal files of endless memos between the departments, but the bill gets older and older. Try this approach:
Listen to the complaint, without interruption. Make key-word notes in order to understand (not necessarily approve) the debtor's position.
Do not then express your position. The debtor isn't ready for that. Instead repeat the debtor' position (without emotion). Then, ask the debtor if his/her position was described properly.
The answer will be yes. Now, piggy-back on the yes by expressing your position. Get as close to the caller as policy allows.
Use the acronym "SPRA" (Situation... Proposal... Reason... Action).
Express the Situation, relevant to your policy.
Make a proposal as to what the debtor should do now.
Give the debtor a Reason (from the debtor's viewpoint) as to why to accept the Proposal.
Action means (1) obtain a commitment from the debtor, and (2) make a commitment to the debtor. Normally, your commitment is your follow-up plan.
Finally, follow up until both commitments are completed.
The key: The Collector will improve cash flow by handling the entire matter... not transferring the call and multiplying the debtor's rage.
