It’s not just collections, it’s your reputation Overcoming Resistance & Hostility in Collection Calls Tom King, General Manager www.easternrevenue.com

Eastern Revenue, Inc. It’s not just collections, it’s your reputation Overcoming Resistance & Hostility in Collection Calls Tom King, General Manager www.easternrevenue.com

CPE Credits To receive CPE credits for this session (if eligible), complete the CPE Attendance Form on the PABUG Annual Conference website http://pabug.org/events/cpe-credits/ For additional questions please contact Lora Harper CPE - Coordinator http://pabug.org/contact-us/

WIFM

Value starts before we pick up the phone

Resistant Borrower

Pitch Opening Profile Negotiations Close

Methods to Diffuse a Borrower Listen Reduce Personalization Empathy Timely Placed Rebuttals Appropriate Humor You have the Power

Hostile Borrower

Hostile Scenarios Parents-FERPA Improper Withdrawals Profanity & threats of violence

When an Attorney comes calling

Knowledge is Power Education First Party Creditors and the CFPB UDAAP Bradley Ruling Express Consent

Handling Resistant and Hostile People Is to truly master the art of communication As you utilize these skills, you will experience: Less Grief Greater Confidence Enhanced value in your Collection Calls

Handling Resistant and Hostile People Is to truly master the art of communication As you utilize these skills, you will experience: Less Grief Greater Confidence Enhanced value in your Collection Calls

Open to the Floor Questions Comments

Eastern Revenue, Inc. It’s not just collections, it’s your reputation Overcoming Resistance & Hostility in Collection Calls Tom King, General Manager www.easternrevenue.com

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