Page 273 - Drive First Gear Complete - Web

PREPARE ACCOUNT

MANAGEMENT
YOURSELF... Quality Collections

Before making each call, you

should mentally prepare
When should I call?
yourself by:

• Considering your tone—your tone WELCOME & ORIENTATION / TRAINING ROADMAP
is the only insight a customer has to
determine your attitude and your desire ADVANCED ACCOUNT MANAGMENT / QUALITY COLLECTIONS
to assist them

• Becoming familiar with the customer’s
rental agreement information and
payment history

• Reviewing the customer’s work and pay
schedule

• Considering what commitment you can
accept from the customer, if any
• Being prepared to handle any service
problem that may arise

• Asking when is the best time to call this
customer

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