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Where the rubber meets the road: the steps of a good collection negotiation.(selected topic)
You're monitoring one of your collectors and what you're hearing turns your stomach. There may have been some money here at the start of the call, but not now. Now your employee's approaching outright hostility and you're only seconds away from a violation that could cost you thousands.
There's no two ways about it. It's the individual collector's ability to handle a collection call--to negotiate--that will make or break you. Negotiation is where the money comes from. Negotiation is what your reputation is based on. Negotiation is where the rubber meets the road for a collection organization.
But can good negotiation be taught?
Fortunately, ...
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Source: HighBeam Research, Where the rubber meets the road: the steps of a good collection...