Step 1: The Victim Approach

The first step in collecting payment should always be friendly and helpful. This approach relies on:

• Closed-ended questions to guide the conversation.
• The representative adopting a "victim" persona to express difficulty without blame.

Example Script

Representative: Good morning Mr. Howard, this is Catherine from XYZ Wireless. I was wondering if you’re having any issues with our services?
Customer: No.
Representative: Well, I’m in a bit of a tough position. Your number has some unpaid bills. If not settled, your line could be suspended — something we’d like to avoid.
Representative: The amount due is XXX and must be paid before DD/MM. Would you like me to give you the nearest payment location?
Customer: Yes, please.
Representative: [Provides location]
Customer: No.
Representative: Understood. Just to recap — the amount is XXX, and it should be paid before DD/MM. Thanks again for your time.
    

Step 2: The Elevator Approach

If the first attempt doesn’t lead to payment, escalate with a more assertive but still friendly tone. This approach includes:

• Closed-ended questions
• Continuing the "victim" role to maintain empathy
• Inviting the customer to suggest a solution

Example Script

Representative: Good morning Mr. Howard, this is Catherine from XYZ Wireless. I'm calling about your overdue bill dated DD/MM.

During our last call, I tried to help in every way I could. But I still see the payment is pending. How can I assist you to resolve this?
    

Step 3: Stating the Consequences

If payment still hasn’t been made, state the facts in a calm, neutral tone. The goal is to inform — not threaten — while still offering a last chance for resolution.

Example Script

Representative: Good morning Mr. Howard, this is Catherine from XYZ Wireless. I regret to inform you that we must now proceed with our company’s line suspension policy due to non-payment.

You can still prevent this by paying the amount of XXX within the next few hours. Please contact us immediately after payment so we can step in and avoid service disruption.
    

Additional Tips for Professional Collections

• Stay calm and never raise your voice.
• Document all interactions clearly.
• Offer specific, immediate next steps.
• Always maintain a respectful and empathetic tone.

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