Role Play Scenario: Dealing with Delinquent Customers
Role Play Scenario: Dealing with Delinquent Customers
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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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