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CRITICAL WELCOME & ORIENTATION / TRAINING ROADMAP

CONVERSATIONS

Let’s turn our attention to what we call “critical conversations” that you are likely to have with customers who
may have a payment coming due, may be over the past-due mark, and those who are repeatedly over the
past-due mark or have broken their commitment to pay. You may have them while you manage your accounts
and make collections calls, are taking renewal payments, or while you’re doing field visits.
Here are some good guidelines for having a critical conversation:

What else can you do to
Don’t Do have a successful critical
conversations?

Interrogate or threaten the Greet the customer with
customer putting them in a energy and sincerity.
defensive mode.

Quote wrong payments. Get them Problem solve with the customer
to the correct due date when through probing questions to
taking a commitment. identify root cause.
Take a commitment without Identify proper due date for the
a resolution customer and previous pay history.
Ensure the customer understands
the payment options.

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