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Eating once is not fat, and overdue customers can't be urged back by one or two phone calls. However, does the customer service itself have a detailed collection object? For example, call colleagues to find out whether the customer's work information has changed, call relatives to find out whether the customer's family has changed, judge the customer's movements and so on.
Long-term customer service tracks whether customers fully grasp customer trends (personnel trends, capital trends), know yourself and know yourself, and win every battle. Call the contact and ask him to help him tell him that it is not evil to pay back the money, otherwise the consequences will be very serious.
Tell everyone that their contacts have long been used to these words from overdue customers. Maybe others are fiercer than you. It is conceivable that such a collection of words is effective?
It is necessary to collect and maintain the relationship with customers, understand customers in all directions, and maintain personal relationships with customers. Pressure and persuasion should be combined. How to fully grasp the customer's situation depends on everyone to teach our customer service to track our customer service. If the guidance is not in place, the tracking is not in place, and the payment will never be improved, don't think about coming to the front desk, otherwise we will fall into a vicious circle.
Secondly, collection is not difficult, as long as you know how to break the psychological defense of overdue customers. All collection skills are learned from constant trial, practice and mistakes. Be sure to keep a positive attitude before making a phone call. Try not to spoil others' mood with a negative attitude, even if the other party is your debtor, because you can never win a positive result with a negative attitude. Don't hurt others for your own success.
Of all the telephone collection skills, the most valuable learning skill for you is to have a positive attitude and a positive mood. This technique can appease anyone who is angry. Please ask those who deliberately look for opportunities to delay to pay their debts immediately. More importantly, increase the positive response rate and equal and mutually beneficial communication. This simple technology is also called "happiness", because if you can be happy, your heart will open, and if your heart opens, your road will open.
How to "open your heart and open the way"? The answer is: make your request, call the other person's name after each sentence, speak with a smile and keep a good mood. Keeping a good mood is the most important thing. You can keep a good mood when you collect money, and you can certainly transfer positive energy from one end of the telephone line to the other; Let the other party be more willing to "communicate and negotiate".
Finally, the most taboo of making a collection call is to destroy others' mood and even hurt others' self-esteem with negative tone and wording. So when you are in a bad mood, please try to turn your negative emotions into positive ones before you pick up the phone to collect them.
Remind you again:
Never use your negative energy to destroy each other's mood, even if the other party is an overdue customer. How to become a high-quality telephone collection expert?
The correct answer is: keep practicing your skills, just like exercising. You can use the following skills, keep practicing, and improve your collection skills by accumulating practice.
1. Confirm the amount. Before calling for collection, check the latest files to see the details and correct amount of the other party's arrears.
2. Choose the right time. When you get married and move to a new house, you should watch Ji Shi and pay attention to its collection. The best time is within fifteen minutes when the other party starts to work, because this is usually the best time for the debtor. As for lunch and lunch break, it is not appropriate to call for collection.
3. Choose the right day. Every Friday is the first and best "auspicious day" for telephone collection, because everyone is looking forward to the second weekend. Followed by Thursday and Tuesday. The worst collection days are Monday and Wednesday. If you know that the debtor has money that day, three days before the payment date is the "lucky day" for telephone collection.
4. Find the right person. Be sure to find the right person. If the debtor is often absent, you might as well tell the person who answers the phone your purpose. However, be especially polite to the secretary.
5. Talk about the dialogue. In order to avoid the debtor's defense, the "opening remarks" should be very particular. Don't be aggressive from the beginning, make the other person feel that he is a "person who can't afford money" and destroy the good relationship between the two sides. The more "amiable", the more humane the attitude, the greater the possibility of taking it back.
6. Pay attention to equipment. When negotiating with the debtor, be sure to let the debtor know that you are wholeheartedly dealing with his problems. Therefore, it is best to cancel the telephone "incoming call" service and suspend the use of another telephone. You might as well invest a little money and buy a set of telephone equipment with voice system, so that the other party can easily find you and leave a message at any time.
7. Good communication. Communication ability is a magic weapon to effectively persuade debtors to settle their debts. Communication skills are as follows:
(1) Imitate the way, speed and volume of the other person's speech.
(2) "Calm down" to deal with customers who lose their temper and appease each other. Good EQ plus a "professional" attitude is the key to success.
(3) For a few customers who are less than 5% "abusive", calmly tell each other two solutions. First, talk to our collection department. First, talk to my legal department.
(4) Keeping a "rational and friendly" attitude will always get a hundred times response than using an "irrational and coercive" attitude.
8. Learn to shut up. Silence is the best way to speak. A successful collection master only speaks when necessary, and the other party should know how to keep silent when speaking. There is a western proverb: "If you don't speak, others will think you are a philosopher." If you don't talk, the other party will think you are mysterious, and certainly won't underestimate you, and your willingness to pay will be greatly improved. Remember: don't say useless words, and don't have unnecessary disputes with customers to avoid losses.
9. Maintain relationships. It is unwise to apologize for getting back the money owed, but it is also unwise to collect taboos. As the saying goes, "harmony is precious", so it is said that "manage your feelings before you can meet again." If you don't get the customer right away, be careful when you collect it. We must sincerely respect and care about our customers, and don't worry about our customers in order to recover the current arrears.
Remember: penny wise and pound foolish is not worth it, as Lincoln, the sixteenth president of the United States, said. The moral of this sentence is-no matter how many failures, difficulties or setbacks you have experienced, never give up the goal you are pursuing, you must persist several times until you reach your goal.
So should telephone collection. Collection is a numbers game. Start your phone collection activity as soon as possible-call the other party for money. Pay attention to "times" rather than "results".
What I want you to do is play a game that doesn't care whether you can get the money or not. As the number of calls you make increases, your success rate will increase geometrically. So, when you make a phone call, don't think about the result, just make a few more calls. This trick is called "fatigue bombing" and the effect is very good!
The most important thing is: be patient, be able to exercise, never give up, never give up, and be sure to call the other party to settle the overdue payment. Why is it difficult to collect? As long as you have a "good mood, good communication and keep fighting", there is no money you can't get back.
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Related questions and answers: collect skills and words. Go to Baidu Library to see the complete content > Content comes from user: hnet653.
Collect skills and words 1. Collection skills Once the customer fails to repay the loan on time, it will be overdue. The sales department needs to collect the money and urge the customer to deposit as soon as possible. It usually takes 60% of the money to be paid back within 7 days, and 80% within 15 days. There is no shortcut to collection, so we can only follow up on the spot, increase telephone calls, and gradually put pressure on customers or their relatives and friends to urge repayment. The specific performance is that all calls are made before 10 in the morning, followed up for the second time around 2: 30 in the afternoon, and followed up with customers who promised to repay the money on the same day before 4: 00 to ensure that they can contact customers every day and get their money back every day. The assistant manager of the receipt will distribute it to all customer service. After the customer service gets the list, how should the collection action be carried out? First of all, analyze the reasons of overdue customers and relevant countermeasures. Generally speaking, overdue customers refer to customers who are temporarily short of funds, unable to repay or lose contact. 1. Difficulties in fund turnover: some people have to pay wages or need to borrow temporary funds for turnover. And you can follow up twice a day, once before 10 am and once before 4 pm. If the customer promises repayment, the repayment shall be confirmed again before the repayment node; If it is confirmed that it is a customer with short-term repayment difficulties, it is necessary to increase the follow-up efforts and find ways to pay back the money with the customer (for example, let friends borrow money, let family members pay it back, and so on). ), and the repayment can be in installments, how much to pay first; 2. Private owners: Only after receiving the money can they be repaid. Contact customers in the early stage, so that customers can save as much as possible first. Don't expect customers to save them all at once. If the customer has not paid back the loan near the second repayment date, he can arrange a home visit. (urge
Related questions and answers: no income, heavy debts, daily dunning. How did you get here? I started to be in debt from 20 12, but at that time, the family turnover was normal, and the so-called debt was 20,000 to 30,000, and everything was under control. My debt reached its peak in 20 16, completely collapsed in May 20 17, and fell into a pit of collection.
Before the first half of 20 19, no matter how difficult it is, there is still some income. There was a time when I didn't have any income, and that was the real tragedy. However, it is in this situation of running out of ammunition and food that I made myself strong. Think about the so-called "broken arm to survive".
Initial swamp
My wife and I are both married for the second time, and we have a child with family of origin. After we got married, we had another daughter. To be honest, the economic pressure is still relatively large. So I've always wanted to do some sideline work outside my normal work.
I was working as an assistant general manager in a construction company. Because of the rapid development of the real estate industry, the company is rising, and it has also undertaken many engineering projects. At that time, the company's construction strength was a bit weak. When I saw the opportunity, I cooperated with my friends and used my resources in the company to subcontract some projects. After a few years, I also made some money.
The biggest difficulty at that time was capital turnover. After all, the company's settlement and payment were not timely, and my previous savings were not much. But through all my tricks, I can still hold on.
But all this went up in smoke in the winter of 20 16. One of my workers accidentally fell off the scaffolding on the third floor while working. Although he was immediately taken to hospital for treatment, he unfortunately became a vegetable. I lost more than 700 thousand in this matter and returned to before liberation overnight. Originally, I had difficulty in turnover, and now I have dug such a big hole. I have to overdraw my credit card, borrow online loans, and rob Peter to pay Paul every day.
In this way, I persisted until May of 20 17, and I couldn't stand it any longer. The address book was exposed, and the number of calls collected every day was the first two. My family, friends, classmates and colleagues all know that I owe money.
At first, there was an accident on the construction site. I still keep it from my wife, but I can't keep it now. I explained my present situation to my wife. I thought he would tide over the difficulties with me, but her first reaction was to tell me "divorce".
I was disheartened and didn't make any excuses, so I went to the civil affairs bureau with her to go through the formalities, and I went out clean.
I can't stay at my old work unit. As soon as the phone rings, I feel that my colleagues look at me strangely. So I found a job in other places and wanted to start over in a different environment.
Travel in distant places
In my new company, by chance, I was sent to Sanya to take charge of a project of my boss in the mountains of Sanya.
In the first few days, I was very busy and excited, and I felt I had expectations again.
In a brand-new environment, I don't have to consider other people's eyes, I can devote myself wholeheartedly. I changed my phone number and cut off all contact with the original one. Although it is a bit "covering your ears", it saves a lot of trouble at present. As the person in charge of a new project, my income is still considerable, so that at least I can pay my debts slowly on the basis of solving the problem of food and clothing.
But what I didn't expect was that bad luck began again shortly after the Spring Festival in 20 18. If you can't contact the boss, the funds needed for the project will be wiped out.
It was several months before I heard that he was involved in a criminal case and was arrested and imprisoned. At this point, the company is already in chaos, and even the payment of wages cannot be guaranteed. I have to shelve this project before I think about what to do next.
Completely confused.
The first problem I have to face is to solve my food problem.
I found a temporary job in Sanya, and I plan to have a meal first. Just when my life took a turn for the better, I did something wrong and now I regret it.
During 20 19 and 10, I seem to have some luck. When I was in charge of the company's bidding work, I won several bids in succession, so my boss appreciated me very much and even entrusted me with such an important task as the reconstruction and expansion of the company's office building and warehouse.
So after working for a while, I have some money in my hand.
A colleague who lives in the dormitory with me usually uses a mobile phone to buy lottery tickets. He said it is more profitable. I am anxious to turn over. As soon as I heard that I could make money, I became interested and began to learn from him to buy. At that time, I didn't realize that this was actually online gambling. As a result, I not only didn't make any money, but also quickly lost all my savings.
I am not reconciled. He told me that if you want to make money, you must have enough principal. My brain was hot, and I filled in the rent of 30 thousand yuan for new energy vehicles arranged by the company, thinking of using this money to turn over the books. As a result, 30 thousand yuan went up in smoke overnight, which is conceivable.
Hide in the mountains
I was afraid of the company's accountability, so I got up at five in the morning, left the company and hid in the original construction site in the mountains.
I was so nervous that I didn't even have time to get my luggage and ID card. For the next ten months, I hid in the mountains alone and almost became a savage.
For the first ten days, the phone rang every day. I know they are looking for me. I dare not answer the phone or turn it off. I just turned it off. Wechat is also full of unread information, so I dare not read it. Later, I heard from my colleagues in the company that at first the company said it would call the police, but the boss stopped me and said forget it.
In those days, I was stupefied every day, and day and night meant nothing to me. I don't know how to face the next life. My heart is like a lantern. I flashed through the scenes from school, work, marriage and divorce over and over again. I have regrets about my past, but I am also unwilling.
In the Spring Festival of 2020, I bought something to eat in a nearby canteen, a bottle of local rice wine and a catty of Erguotou, and I thought it would be the New Year.
On New Year's Eve, I ate a bag of peanuts, some sausages and a bag of instant noodles. I want to drink slowly. I could have drunk two bottles of wine for a few more days, but I finished it unconsciously, and then I cried on my bed.
After the Spring Festival, the "COVID-19" epidemic broke out, and villages and roads all over the country were closed, and the only bus leading here was also stopped. I haven't seen anyone for days.
One day, when I was bored, I called an old friend. I feel a little strange when I hear my own voice.
On that day in Tomb-Sweeping Day, I didn't eat much for several days at 1 1 in the morning. I cooked a bowl of noodles. Although the soup was a little spicy, I still couldn't bear to pour it out and drink it all, but after a while, I felt uncomfortable in my stomach. I wanted to go out to relieve myself, but it was dark and I fainted on the side of the road.
I don't know how long it took, but I woke up and it was raining in Mao Mao. I'm sick.
I've been carrying it very hard these days, and I've thought about it more than once, or I'll just forget it, and no one knows when I die in the mountains.
The sky never dies, so I brought it here. I sold the lawn bricks left over from the construction site and gave them to the villagers in the nearby village for 2000 yuan. I got in touch with the boss of Sanya Company again, and he promised to meet me. That day, I set off at 2 am, walked out of the mountain, walked more than 30 miles, and arrived near the railway station. I rode my bike and arrived at the place agreed with my boss.
He didn't mention what I had done before, but gave me my suitcase and certificate and said, "Have a nice trip!" " "I bought a ticket and went home.
go home
On June 5438+065438+ 10, 2020, I returned to my hometown in the north. At that time, I was still wearing a light coat and there was not much money left in my pocket. I'm afraid to buy clothes, and I'm too embarrassed to go home to see my relatives. I'm going to find a place to live and a job as soon as possible, and then go back to see my mother.
I found the cheapest small hotel on the edge of the city and stayed. I only eat one meal a day and send a lot of resumes online. I didn't expect them to be like stones, and I didn't even have a chance to interview.
I'm in a hurry, because I've already started to owe the hotel room. The shopkeeper asked me to pay every day. After I finished, he promised to let me stay first.
Finally, an electronic technology company informed me to go to work and do general office work with a monthly salary of only 3000 yuan. I didn't care so much, so I went happily. It's a newly established project. I seem to have nothing to do every day. On the eighth day, the personnel manager said that they still thought it was more appropriate to find a younger one, so they fired me.
Back at the hotel, I fell into depression. The shopkeeper detained my certificate and luggage and asked me to borrow money from my friends. Left the city in despair. Where can I borrow money in a few years?
I came to an Internet cafe and opened a machine with "real name treasure", but I didn't want to surf the Internet. I drove off the plane for an hour, mainly to stay here temporarily.
I stay in the internet bar 24 hours a day, which is dull. The webmaster may have seen more people like me and won't drive me away. Young people who often surf the Internet see me sitting there every day, as if watching a monster.
Even though there are so many machines and air conditioners on in the Internet cafe, I am still shivering with cold. A young man left a broken jacket, so dirty that I didn't care at all. I picked it up and put it on.
As the days passed, I couldn't see the light. Sometimes I just eat once every two or three days.
That's when I started writing on today's headlines. Because I am too shabby to record videos, I keep writing articles, micro-headlines and questions and answers on the headlines every day, making a living on the meager income of today's headlines and slowly saving money.
Finally, in August of 20021,I went back to my previous hotel, redeemed my things, rented the cheapest house with the remaining money, and added simple daily necessities.
see the light again
After many twists and turns, in February of 20021year, I finally found a job that suits me.
In the new unit, I still do what I used to be good at, and the leaders appreciate it. Although the company is small, its development is relatively benign.
I think the days are coming to an end. Now that I have a proper income, everything will get better gradually, and all the hard days will eventually pass.
When people really fall into the trough of life, money is important at this time, but what is more needed is understanding, support and opportunity, even if it is just a warm word. But unfortunately, this time, there was nothing but more cold eyes and contempt.
No matter what misfortune caused the debt, don't complain, you can only try to save yourself. There is no other way. That kind of pain can't be understood by people who have no such experience, but since it has reached this point, we must "endure" it slowly, believing that the dawn is ahead and the darkness will definitely become a thing of the past.