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ACCOUNT

MANAGEMENT

Handling A Challenging Customer

HANDLING A CHALLENGING

CUSTOMER

There will be times when a customer will go past due despite your best attempts to manage their account.

It's all about the options!

You may not be able to get your customer to agree on a time to come in and make a past-due payment. In
that situation, you must be courteous, but stern. WELCOME & ORIENTATION / TRAINING ROADMAP

Rent-A-Center customers have three options their
account goes past due:

➊ Payment / Commitment ADVANCED ACCOUNT MANAGMENT / HANDLING A CHALLENGING CUSTOMER
Make a renewal payment, or commitment for
a renewal payment

➋ Early Purchase Option
Exercise their Early Purchase Option (pay it off)

➌ Payment Protection Program
Exercise the Payment Protection Program and
return the merchandise until they are able to
resume on-time renewal payments

Your job is to help the customer choose the best
option for their situation.

Don't forget the rules for making account management calls. Revisit Day Three is you need a refresher.

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