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First Time: The Victim approach:

• As a first step for money collection, use a friendly approach.
• The technique relies on two methods:
- Closed end questions
- The customer service representative plays the role of the victim.
• The voice of the customer service representative is to be friendly and involved, looking for the customer best interest.

Scenario:
XX: Good morning Mr. Howard, this is Catherine from XYZ wireless.  I was wondering if you have any challenges facing you with our services.
-  Answer: No
XX: Well Mr. Howard, I am now in a rather delicate yet challenging situation!
- Answer: Please explain
XX: Your mobile number has a number of unpaid bills. This amount is due and lack of payment will lead to line suspension. This is a situation we do not want to reach. So the best way to avoid it is to pay the total amount of XXX before the (DD/MM) at any payment point near you.
Would you like me to inform you of the nearest payment point to you?
- Answer: Yes please-
XX: give him the nearest location to him
-  Answer: No-
XX: Thank you for your attention and time Mr. Howard let me just remind you, the sum is XXX and needs to be paid before (DD/MM). Thank you Mr. Howard.

Second Time: Elevator approach

The second step in money collection is to use a more firm tone of voice. By firm we do not mean aggressive or aggregative, you do not threat to blame, you still maintain a friendly voice and use three methods in your speech:
- Closed end questions
- Customer service representative plays the role of the victim
- The customer service representative asks the customer for the best solution possible.

Scenario:
XX : Good morning Mr. Howard, this is Catherine from XYZ wireless, I was calling you regarding your bill payment that was due on (DD/MM). During our first telephone conversation, I tried, and am still trying to help you in all ways possible; yet I can see on my system that the payment is still pending.
How can I assist you in order to avoid further challenges?

Third Time: The consequences
The third step is the fact stating. Your voice is neutral but friendly, and you state the bad news in a cascade.

Scenario:
XX : Good Morning Mr. Howard, this is Catherine from XYZ wireless. I regret to inform you that due to lack of payment, we have no choice but to implement the company’s policy regarding line suspension. This can be avoided if the payment of XXX is done within the next coming … hours. When you do so, please contact us in order to intervene and avoid such a regrettable situation.

 

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