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ACCOUNT

MANAGEMENT

AT A CUSTOMER’S HOME

Before you take a trip, consider these two scenarios:
Scenario 1: Lucy
Lucy is a new customer who is a first payment default. She has not returned your phone calls and now
the number is disconnected. When you try her employer, you discover she’s no longer employed at the
location listed in the account management system. Lucy is five days past due.

List the steps you should take to help Lucy bring her account current. Work with your learning coach if you
have trouble identifying the steps.

Scenario 2: Steven ACCOUNT MANAGEMENT / AT A CUSTOMER'S HOME
Steven is a long-time customer with a good payment history and he now has a disconnected cell number.
Steven is seven days past due.

List the steps you should take to help Steven bring his account current. Work with your learning coach if
you have trouble identifying the steps.

These two examples are similar in that both accounts are past due with disconnected phones, but they are
still very different. The telephone is the best and least expensive way to contact a customer with a past-due
account; however, from time to time, you will have to visit a customer at their residence.
Can you guess which customer you’d have to visit?

(circle one) Lucy Steven

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