Call Center Questions and Answers

Explain how to deal with customers who deny to pay for service/product?

  • Work with the customer not against him: Try to figure out the exact reason why he is not willing to pay without getting angry on him. Be friendly and try to come up with possible options and plans that might resolve the situation
  • Communicate often in writing and document everything: Always start with a non-threatening written message asking for the prompt resolution by a specific date
  • Don’t get personal or angry: Try to listen to customer with empathy it might be possible that your customer is in real financial crisis, so instead of losing your nerves try to handle situation with empathy
  • Turn to collection service at last: Turning down to an attorney or collection agency should be your last resort. Also, remember that a collector takes a hefty portion of any recovery while legal steps will include the cost of hiring an attorney and other hidden charges.