When talking to customers it is imperative to notate your conversations correctly. It is not feasible to remember every detail of every collection call you make, so being able to refer back notes keeps yourself and others honest.
Ensure you document numbers, names, dates, times and any promises made by yourself and the customer.
During follow-up calls refer back to your original notes to avoid awkward conversations and hold everyone accountable.
Good notes allow you to discuss necessary actions intentionally and avoid vagueness, which allows people to change a scenario or take control of a conversation.
Finally, detailed notes prevent errors, ensure dispute resolution is acted upon, support legal compliance if required and ultimately, help to improve customer payment performance.
