Issue link: http://psai.uberflip.com/i/1160801
W EEKLY EDITION AUGUST 21, 2019 G et ti ng Pa i d : Part I I H ow t o Ma ke Col l ect ions Ca l ls By Karleen Kos, PSAI Executive Director Customer Excuse #4: "We have an issue with the amount you charged." Or "We have an issue with your service." Your Response: "Let's talk about that. I have all the documentation right here in front of me. Do you have a minute to walk through everything that happened on the job?" Be courteous but firm. Let the customer know you have all the information at hand and are knowledgeable about the service performed. If the customer has a legitimate complaint, try to address the concerns. You may even agree to k nock some charges off the account. However, let the customer know that a new invoice will be mailed out right away. Encourage your customers to call you at any time with an issue rather than waiting for your company to call them. Customer Excuse #5: "You didn't get our payment? I don't know what happened. I'm going to have to look into this and get back to you." Your Response: "Okay, when do you think you can get back to me? If it's easier, I can be sure to call you again tomorrow. Let me know when would b e a good time for us to talk." "Let me get back to you," is a common dodge that late - paying debtors employ. How you respond to this excuse is critical. Do not settle for a promise to call you back. Make sure that the customer understands that if you do not receive an answer, you will call again tomorrow. In fact, you will be calling the customer every day until the payment issue is resolved. P AGE 18 CONTINUED ON PAGE 1 9