This slideshow provides easy tips that collection callers should be mindful of when speaking with an irate customer.

1. 6 Tips for Dealing with Difficult
or Irate Customers During
Collection Calls
Receivables Management
Solutions
Since 1938

2. Dealing with irate customers can be difficult,
especially when the customer is threatening to
kick your butt and then ditch your services.
Take a deep breath, keep calm, and read these
tips for dealing with angry, difficult callers in a
professional manner.

3. Tip #1: Don’t Take it Personally
• An irate customer is likely to
express anger through yelling,
venting, using foul language, and
saying insulting comments
• Understand that the customer is
not mad at you, he/she is just mad
at the situation
• Almost everyone says irrational
(and rude) things when they are
angry; understand that you are
simply just an easy target for this
misdirected anger

4. Tip #2: Listen…Effectively
• Remember, irate customers want
their complaint to be heard by
whomever is forced to listen, and in
this case, it’s you
• Try to show the customer that you
are not ignoring what they are
saying, but are actively listening.
Give them the stage to vent (the
occasional “okay,” or “I
understand,” helps)
• Understanding the complaint is the
only way to begin solving it, and the
only way to understand is to listen

5. Tip #3: Never Argue Back
• If you fight fire with fire, everyone
will get burned, and nothing will be
salvaged from the mess
• Matching an irate consumer’s tone
will only increase their anger, make
you and your company look
unprofessional, and will not solve
anything
• Ask yourself: would you rather win
the argument or take a payment?
Hearing out a consumer and
keeping a calm demeanor greatly
increases your chances of
successfully earning a payment

6. Tip #4: Empathize
• After the consumer has finished
ranting, show your effective
listening skills by repeating some of
what they have said in your
response:
• “I completely understand your
frustration, being placed on
hold for ten minutes is time-
wasting.”
• When the consumer feels that you
respect their complaint, they will
calm down and work with you
rather than fight you

7. Tip #5: Apologize
• Many times when a customer is
upset, they are looking for an
apology, as it makes them feel
better about their situation
• A simple, yet genuine apology can
be the difference between
retaining a customer’s business and
losing them for good
• Show the customer that you care
about his/her feelings, and shift the
conversation to working toward a
solution that leaves both parties
satisfied

8. Tip #6: Know When to Say Goodbye
• If you have tried all of the above
tips and the customer is still livid,
enough is enough, and it is okay to
say goodbye
• You can only help as much as the
customer will let you. If they are
unwilling to accept your help, its
likely that nothing will please them
• Because of how reasonable you
were throughout the call, there is a
chance the customer will cool off
and call back at a different time,
finally ready to discuss solutions to
the problem

9. We hope this helped you!
Follow this link: Front Desk Staff Collections: From IC System
to watch a free interactive presentation on how you can
utilize your front desk staff for more effective collections!

10. Legal Disclaimer
No Attorney-Client Relationship Created through this
Presentation: Neither your receipt of information from this
presentation, nor your retention of I.C. System, Inc., or its legal
counsel creates an attorney-client relationship between you and I.C.
System.
No Legal Advice Intended: This presentation includes information
about legal issues and legal developments. Such materials are for
informational purposes only and may not reflect the most current
legal developments. These informational materials are not intended,
and should not be taken, as legal advice on any particular set of facts
or circumstances. You should contact an attorney for advice on
specific legal problems.
© 2014 I.C. System, Inc. All Rights Reserved.