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Role Play Scenario: Dealing with Delinquent Customers

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Role Play Scenario: Dealing with Delinquent Customers

Role Play Scenario: Dealing with Delinquent Customers

Objective: To train debt collectors in handling customers who are resistant or hostile when approached about overdue payments.

Participants:

  • Debt Collector (DC)
  • Delinquent Customer (Customer)

Scenario:

The Debt Collector is contacting a delinquent customer who has ignored previous payment reminders. The customer is expected to react with irritation or defensiveness.

Instructions:

  • The Debt Collector should apply best practices in communication: remain professional, firm, and empathetic.
  • The Customer should play the role of someone who is frustrated, short-tempered, and unwilling to cooperate initially.

Script:

DC: (Calm but firm) Good morning, this is [Your Name] calling from [Company Name]. Am I speaking with [Customer's Name]?

Customer: Yeah, what do you want now? I've told you people to stop calling me.

DC: I understand this might be frustrating, [Customer's Name]. I'm calling to help resolve your account issue. We’ve noticed multiple missed payments, and I’d like to discuss possible solutions with you today.

Customer: I don’t have time for this. I’ve got bigger problems than your company’s money right now.

DC: I hear you—and I respect that you're under pressure. My job isn’t to make things harder; it's to find a way forward that eases that pressure. If you can help me understand your current situation, we might be able to restructure the payments to fit your needs better.

Customer: What's the point? You people don’t care. I barely have enough to cover essentials.

DC: I'm genuinely sorry you're going through that. We're not here to push—we’re here to work with you. A revised payment plan could give you some breathing room and help avoid future complications. Can we talk through what might be possible?

Customer: I already said I’m not agreeing to anything right now. Stop pushing.

DC: I’m not here to pressure you, only to offer real options. Taking a few minutes now to explore these options might prevent things from escalating later. Would you be open to hearing one or two manageable alternatives?

Customer: Maybe. I don’t know. I’m tired of this.

DC: I completely understand that, and I appreciate you sticking with the call. If it helps, we can put a note on your account to follow up at a better time—just let me know what works best for you. You're not alone in this—we’re here to support, not pressure.

Customer: Fine. Call me in a week. Maybe I’ll have something figured out.

DC: That sounds fair. I’ll make a note for a follow-up next week. If anything changes in the meantime, you’re welcome to reach out. Take care, [Customer's Name], and I wish you some ease this week.

Debrief:

  • Discuss the assertiveness and empathy balance used by the Debt Collector.
  • Evaluate how the collector handled resistance and stayed solution-focused.
  • Highlight techniques like acknowledging emotion, reframing objections, and offering specific next steps.

Key Learning Points:

  • Staying calm and professional even when the customer is upset.
  • Using assertive language without being aggressive.
  • Offering realistic solutions while maintaining control of the conversation.

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