Collector - March 2020 - 29

PREPARE FOR TOUGH CONVERSATIONS
It doesn't happen often, but when consumers threaten
to harm themselves or one of your employees, a
rehearsed plan of action is invaluable. At one of Account
Recovery Specialists' regular staff "lunch and learns,"
the company invited a local counselor to review mental health situations
collectors may encounter and provide language they can use to calm the
person down. For instance, the counselor suggested the collector could
say, "You just threatened yourself. I need to know if you are just angry
at the situation or if I should be concerned that you're going to hurt
yourself." Irene Hoheusle, vice president of collection and education,
posted phone numbers for state crime victims reparations boards and
the national suicide hotline on the company's intranet so collectors
can give them to consumers as needed. This can be a good way to end
delicate conversations as it gives the consumer a positive next step. Read
the original Collector magazine article here: http://bit.ly/2RhSMtI

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Collector - March 2020

Table of Contents for the Digital Edition of Collector - March 2020

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