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ACCOUNT

MANAGEMENT

Identify and Solve Customer Payment Problems

CUSTOMER'S ABILITY TO PAY

A customer’s ability to make a payment on time can stem from short-term or long-term
problems, and include situations such as the loss of a job or income, changes in their
payday, or an unexpected “big event” bill.

Payday Changes

in a customer paying the bills
Job / Income Loss Payday changes often result
they can afford before they pay
The loss of a job or income is
their commitment to us, simply
a serious concern for many of
because they don’t land on the WELCOME & ORIENTATION / TRAINING ROADMAP
our customers—short-term or
same days or their priorities are
long-term. A cutback in hours
different from ours.
or a layoff from a job is usually
a situation that catches our
customers unprepared.
Big Events

“Big events” can be hard to
overcome for many of our
customers and include things
like emergency room visits,
vehicle repairs, home repairs, or
a super-sized utility bill.

For each type of situation, try and list two ideas on how you Sometimes these
can positively influence the customer's behavior. situations start out as

short-term issues, but may

1. end up being life-altering
Job / Income Loss for our customers,

2. depending upon how
serious the situation.
Since they usually
3.
Payday Changes happen suddenly, it takes
good listening skills and
4. your laser focus to help

decide how to help the
5. customer renew on time
Big Events in these situations.

6.

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