Webinar – Handle With Care

Frontline debt collectors deal with informal and formal consumer complaints on an almost daily basis. Whether its a consumer voicing frustration over being placed on hold or an allegation of harassment, knowing how to effectively handle those complaints can mean the difference between getting paid or striking out.

In this two day session, attendees will learn how to properly identify and categorize complaints, use a systematic approach for effective complaint handling and resolution, and explore service recovery strategies for maintaining customer satisfaction.

COURSE LENGTH

3 hours delivered in two 90-minute sessions over two days

AUDIENCE

Frontline collectors, trainers, team leads, supervisors, managers, agency owners

ALTERNATIVE REGISTRATION OPTIONS

We'd be more than happy to process your registration by mail, fax, or phone.

• PHONE: Please call us at (515) 339-5899.
• FAX: Download the registration form and fax a completed copy to (515) 993-1912.
• MAIL: Download the registration form and mail a completed copy to Collector Mentor, P.O. Box 44, Adel, Iowa, 50003.

Successful completion of this course will increase your knowledge of and ability to:
• Turn complaints into opportunities to boost customer satisfaction.
• Understand the important differences between and informal and formal complaint.
• Use a systematic approach for effective complaint handling and service recovery.
• Pinpoint the three types of complainers.
• Improve communication effectiveness by adapting your personal communication style.
• Feel more confident in handling complaints and difficult customers.
• Gain a better understanding of the consumers' needs.

Session One

I. Collection Industry Complaints 101

• What Exactly is a Complaint?
• Complaint Shock and Awe
• The Four Customer Pain Points
• The Four Types of Complaints
• The Role of the Federal Trade Commission
• The Top 5 FDCPA Complaints
• The Role of the Better Business Bureau
• Industry Specific Complaints

II. Inside the Mind of a Complainer

• The Three Types of Complainers
• A Deeper Look at Behavior
• Wait! Don't Take the Bait!

Session Two

III. Effective Complaint Handling and Service Recovery Strategies

• Defining Service Recovery
• Know What You Need to Do
• The Do's and Do Not's
• Complaint Lifecycle
• The Four Agitators

IV. Your Role in Complaint Handling

• Protecting the Company's Brand
• Adapting Personal Communication Style