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ACCOUNT

MANAGEMENT

Resolving Payment Problems

Most of your customers are not trying to get out of their payment, they need the merchandise they rented
from us. So it's up to us to help them solve those problems!

A great way to start a conversation with your customer is to let them know that you have a concern for them.
Because you do, if something has happened to their job, or something has happened to a loved one, their lives
are upside down. You may not be their best friend, but the reason we open our doors is to improve the quality
of life of our coworkers and customers. We are genuinely concerned for our customers.

In most instances, we can let them know that we noticed something in their payment or account history, and
we need their help in correcting it. This way, we aren’t blaming them. We don’t want to blame anyone; we
want to help them, and solve the problem. Then, let them know what you noticed. Ask a good open-ended
question at this point and listen to their answer, listen to their story, listen to what they’re saying between the
lines. WELCOME & ORIENTATION / TRAINING ROADMAP

And if you know absolutely nothing about a customer, except what you can find in the payment history or in
the call notes, a great open-ended question to ask is: “What has changed recently for you that we can help
with?”

List five good open-ended questions you might ask the customers from Screens 1-3 on the previous pages?

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WORKING

TOGETHER TO

SOLVE THE PROBLEM

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