Personal collection skills and words

In addition to diligent follow-up, collection should also have certain skills to ensure that payout ratio:

1, discerning "pearls", treating them differently: explore real problem customers, focus on them, and don't simply divide energy.

2. Quantity first, quality second: Try to screen out new overdue accounts as soon as possible, and don't dwell on individual accounts and problems.

3. Clear steps and gradual deepening: collection strategies and methods should be gradually deepened according to contact times and contact conditions.

4, risk awareness, information collection: collection is the main purpose, but not the only purpose, do not only meet the customer's down payment, but ignore the subsequent risks.

5. Take care of future generations: the early collection records should be complete, complete and not trivial, concise and not missing. Remember the customer's situation clearly when checking the loan.

6. Collection sequence: 1. The first installment has expired. 2. Promise to repay on the same day. 3. Customers who can save some money. 4.

Large customers. 5. Lost customers.

Finally, understand the collection precautions:

1. The purpose of collection is to obtain the repayment commitment from the customer, but the commitment period can only be within 2 days. You can't say that you won't have money until the end of the month at the beginning of the month, say "no" to customers for delaying repayment, and guide customers to talk with their wishes. Don't be led by customers. Do you want to deposit money today or tomorrow? What time tomorrow? You know, if the overdue time is long, you have to pay a little more penalty interest, which is not cost-effective for you and will also affect your credit history.

2. If the promised repayment time of the customer is 3 pm today, please contact the customer one hour before and after the promised repayment time. Customers will feel that we are following up, will pay attention to it, and constantly urge customers to repay on time.

3. You need to call the contact information of customers and contacts with different numbers. For example, if you call the company's landline many times in different time periods and no one answers, you need to call it with your mobile phone and try your best to contact the customer himself.

Often as long as you can contact the customer himself, most of them can be urged back.

4. Don't just call the customer's mobile phone for collection, but call them separately in a certain proportion and order. For example, the proportion of customers' mobile phones is about

70%-80%, the proportion of unit telephone is about 10%- 15%, and the proportion of home fixed telephone is about 5%- 10%.

You need to call customers and contacts at different times. For example, contact at ten o'clock in the morning, but I can't reach afternoon 1.

I'll contact you at eight or five, or even after work at night.

6. The key to successful early collection is the consistency of communication before and after. It is impossible for many phones to use the same tone. When the customer fails to fulfill his promise, the overdue is more serious. The gentle tone turned into a serious style. Accurate note preparation can help you do this next time you call.

Second, collect verbal references.

Call the customer himself. Prologue: Customer Service: Hello, is this Mr/Ms XXX? Guest: Yes.

Customer Service: Hello, this is XXXX. Your payment has not been deducted, and it is overdue for × days. What happened? Call the relatives of the customers. Prologue: Customer Service: Hello, is this Mr/Ms XXX?

Customer's relatives: Yes. Customer Service: Hello, this is XXXX. I am looking for XXX (customer name). Is he/she here? If the customer's relatives say they are not together, ask him/her if he/she has contacted customer service: Have you contacted recently? If the customer's relatives say they haven't contacted, look at the severity of the customer's overdue and consider whether to inform the relatives of the loan. Customer service: ××× (customer name) has been in arrears for × days and has not paid it back. What's wrong with him? Could you tell him to call us back? This will not solve the problem. If you have any difficulties, you can tell us. Don't miss the call, okay?

You can also instruct relatives to help customers repay their customers. Customer service: He may be in financial difficulties recently. Do you think it is convenient for you to pay the down payment for him? Not a lot of money. See if you are willing to give him a hand. In case we keep calling you to disturb your life, right?

Common overdue questions and answers:

Question: The customer replied that there is no time for customer service recently: loans overdue increases the penalty interest of banks every day, and it will be more difficult for you to go to other financial institutions for financing in the future. Do you think you can find a way to repay the next payment?

Question: The customer replied that I was on a business trip. Customer Service: When will you come back? Can I repay the loan by other means? For example, transfer money from different places or let friends and relatives pay in advance. Customer service: Can you come again today or tomorrow? Where is it convenient to tell me? Can I help you check the bank network nearby?

Question: The customer said that the customer service lent a loan to a friend: at that time, no matter whether the application or the contract was signed, the loan was made in your name. If you don't repay in time, the adverse effects can only be borne by you. If it's convenient, you can tell us the contact information of the money person, and we can also help you remind them together.

Problem: The customer said that the repayment has been made. Customer Service: Thank you very much for your cooperation. There may be something wrong with the bank receipt. Don't worry, let me confirm your repayment account with you first, okay? What is the repayment amount? When was the repayment made? How to repay?

Question: The customer has repeatedly promised to stand up/lose contact. Customer service: Mr./Ms. XXXXX applied for a sum of loans overdue × days. I hope you can contact him as soon as possible and tell him to handle the repayment. Maybe this kind of call will continue to affect your normal life. I hope you can help. We will appreciate your cooperation. Thank you!

Question: Customer maliciously defaulted on repayment Customer Service: Hello, our product is characterized by "one-time full installment repayment", which relieves your monthly repayment pressure. When signing the agreement, you also promised to repay the money on time every month. It's your duty, right? If you don't pay, it's a breach of contract. I hope you can proceed from your own interests and repay as soon as possible.