Everyone has a different personality but there is a way to tell who you are speaking to and choose the best way to approach this consumer. Often people will fall into 4 categories that you can easily identify early in a call if you know what to ask and what to listen for. Learning what to pay attention to, and how to respond, can be the difference of a successful call or a complaint. In this session we will review how to recognize who is on the call so you can tweak your talk-off for best results.
Irene Hoheusle, Vice President of Collections and Education, Account Recovery Specialists, Inc., Wichita, KS
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