(1) clear the purpose of their call, the ultimate goal of the call is to recover the account, but the reality will not be so smooth, for the medium and high risk customers, many calls may not be able to recover the arrears, and can not be in order to complete the phone call task volume and call. So before each call should be clear what information needs to be obtained on this call, according to the information obtained to determine the target of the next call, until the recovery of arrears. Stick to the position, not humble, adhere to their own principles, sort out their own identity. Collectors are not ordinary customer service, they can be gentle, but their tone must be firm! Not affected by any emotion or status quo of the debtor, keep a good rhythm of their own collection.

(2) Before the phone call should understand the customer information, including the cardholder's name, address, employment and other basic information in addition to the amount of interest owed, time, and previous communication with the cardholder to deal with the situation.

(3) Clearly indicate that the debtor will be on the debtor will continue to follow up on the fact that it owes money until the recovery of arrears. If you do not pay off your credit card debt in time, we will have three phone calls a day to follow up, and at the same time send a collection letter to your unit, your home, and if necessary, will arrange for a collection agent to meet with you to talk about it. Appropriate pressure is an effective collection method. Remember not to apply pressure, according to the weakness, pressure in place, point to point. In order to maintain the follow-up can be linked to a certain amount of guidance and appeasement,

(4) to dominate the negotiation process, first of all, to create a harmonious atmosphere of communication, speech can not be lost in the basic telephone etiquette. Secondly, to grasp the debtor's information as far as possible, stand in the debtor's position to analyze the pros and cons, good at listening, analysis and judgment, and finally master the negotiation of the concessions of the fire, as far as possible, the debtor is required to one-time repayment of arrears, do not take the initiative to the person in arrears to put forward the request for payment by installments. For the dispute, more in the debtor's point of view to think about the problem and help to alleviate it, and ultimately to achieve the purpose of back to the money.

You need to be good at planning and perfecting yourself if you want to keep advancing in your collection work. This requires not only improving your knowledge of collections, but also enhancing your practical experience. Therefore, you need to summarize more in the work, more exercise, encounter problems more to seniors, colleagues to learn, with a positive work attitude to complete the work, do not aimless, perfunctory.