How to use collection method to realize effective collection of personal consumption in loans overdue? Ask everyone for help

The accumulation of historical data and the memory of past customer data can attract the attention of the other party and exchange views directly with customers in arrears in time at a lower cost. Find out the problem through the customer's reply, and generally reach an oral repayment agreement with the customer. (Common problems of car loan customers: broken car, forgotten deposit, too many bankers, traveling on business, disputes with dealers, etc. ; Student loan problems: forgetting, unemployment, not being able to contact the bank, etc. )

2. Collection method

1) Polite tips for landline and SMS are generally applicable to customers who are in arrears for the first time (background tips).

2) Send a collection fax or entrust a third party to urge collection agencies around the world to help with collection.

3) Dispose of collateral and take legal action, which is applicable to customers who are maliciously in arrears or lose their repayment ability.

3, telephone collection skills

Telephone collection is a challenging job. Facing the complicated and changeable customer base, it is very difficult for customers to verbally promise repayment every time they call. How to control their temper and force defaulting customers to make repayment promises?

It is recommended to pay attention when calling:

(1), be prepared, make a careful plan before making a phone call, keep the customer files at hand, make written prompts, keep records, and preferably make a breakdown of the customer population.

(2) Insist on your own opinions. When talking with customers, don't deviate from the goal and always guide customers to go back and pay off their debts.

(3) Be timely. Once you are ready, as long as you are in a calm mood, call immediately.

4. Give customers a sense of urgency and make customers who owe money feel that it is time to pay them back today.

⑤ Be alert, have conversational knowledge of communicating with people, listen carefully and respond randomly, but always keep a gentle and polite attitude, even if the other person is rude.

6. Be polite to others, show personal professionalism, establish your own reputation, and improve the impression of the bank in the eyes of customers.

⑦ Seriously, express the problem clearly, meticulously and friendly, but not frivolous.

8. Understand that collection is the end of post-loan management, and a good collection may be the beginning of another marketing work.

Pet-name ruby, repeat, constantly ask for payment and the amount owed during the call.

Attending, the attitude of cooperation with others, if the other party is not honest, it is necessary to show understanding of the other party, and give advice to customers and put forward suggestions for arranging payment for customers.

4. Select the collector

As far as telephone collection posts are concerned, all personnel are divided into self-confidence, attack, introversion and shyness, and each type has its own psychological defects. Be sure to pay attention: win the attention of customers with your opening remarks, and the tone and attitude at the beginning of the call determine the development of the situation; Talk to each other in a positive and trusting way rather than in a critical way; Try to save face for customers; Overcome the customer's refusal and get a clear payment commitment.