The Consumer Keeps Saying 'No'...Now What?
| Mary ShoresWhen I’m training debt collectors, I hear several frequently asked questions. One of those questions is the following: “What do you say when the consumer …
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3 Foolproof Ways to Turn Your Collectors into Idea Machines
| Mary ShoresI want to ask you a few questions: How much time do your supervisors spend on escalated calls? What could your team accomplish if your …
Can We Teach Collectors Empathy?
| Mary ShoresI was recently a panelist on a webinar hosted by Mike Gibb of AccountsRecovery.net to discuss how to teach collectors to be empathetic. One …
3 Easy Steps to Handle Those Long-Winded Collection Calls
| Mary ShoresWe’ve all been there. The consumer you’re speaking to on the phone is a rambler. In other words, they’re telling you a long, drawn-out story …
4 Pillars of the Compassionate Collections Framework
| Mary ShoresOver the past few years, “empathy” and “compassion” have been consistent buzzwords in the debt collection industry, and the new normal has called for an …