Is is essential to communicate confidence when you are speaking to past due customers or debtors. You must stay in control of the call and the only way to do this is by being confident and prepared.
Remember, everything you do represents your company. How you talk, collect money, send out invoices, and how you handle tough situations. Some tips I can share with you on how to appear more confident (even if your not!) when you make collection calls are:
- First impressions, come up with a greeting that says that you are happy, pleasant and confident. When your customer answers the phone and realizes you are calling about a past due invoice, they will not be happy. You must portray confidence, and not a dull boring message. Smile when you talk on the phone, it will be noticeable in your voice.
- Your voice should be loud enough to be heard and portray confidence, not to loud but not to soft. You want your debtor to hear you and understand what you are saying. Sit up straight in your chair and imagine the debtor is sitting across from you.
- Maintain "eye contact" by staying focused on the call. Don't check your email or watch the other people in your office. Stay focused!
- Relax! Sit up straight in your chair, don't play with paper clips or pens on your desk. Use your face, voice and posture to portray your confidence over the phone and in person.
Good luck!
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