Page 267 - Drive First Gear Complete - Web

ACCOUNT CCOUNT
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MANAGEMENTGEMENT
MANA

ID and Solve Customer Payment problems
Resolving Payment Problems

LET’S BRING BACK WELCOME & ORIENTATION / TRAINING ROADMAP

THE BLAT

ADVANCED ACCOUNT MANAGMENT / RESOLVING PAYMENT PROBLEMS
So, now that you’ve developed a few stories, and have some understanding of your customers and
their payment history, let’s talk about how you can help them. Remember when we discussed the Four
Principles of Customer Interaction (BLAT)? With every interaction you have with your customers—in the
store, during collections calls, or in the field—you must always:

1. Build the customer’s self-esteem

2. Listen and respond with understanding

3. Ask for the customer’s help in solving any issues
4. Thank the customer sincerely

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