Positive Consumer Communication with Mary Shores
Do you make sure consumers feel happier at the end of a call than they did at the beginning? That’s the goal for debt collectors working at Midstate Collection Solutions, and in this episode of ACA Cast, Collector magazine editor Anne Rosso May talks to Mary Shores, CEO and president of Midstate Collection Solutions, on how collection professionals can accomplish that. Shores shares her insights on using collection scripts, how to validate consumers’ stories, which words collectors should avoid using when they talk to consumers and how to turn around a challenging situation using positive word choices. Support the show (http://www.acainternational.org)
