ACA Cast: “Positive Consumer Communication” with Mary Shores

Communication expert Mary Shores shares tips on how to have more constructive conversations with consumers.

5/20/2019 1:00 PM

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ACA Cast: “Positive Consumer Communication” with Mary Shores

Consumers often feel shame and fear when they get a call from a debt collector. It might be their first collection call or their 10th collection call, but no matter what there are usually a lot of big emotions at play when it comes to debt. “Having a debt is a psychological burden,” Shores says. “And it’s a burden that really gets in between people and living the life of their dreams.”

That’s why Shores trains her staff to use empathy and positivity in their conversations with a focus on finding solutions.

In this podcast, she shares her insights on using collection scripts, how to validate consumers’ stories, which words collectors should avoid using when they talk to consumers and how to turn around a challenging situation using positive word choices.

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