ServiceWinners International

We collect from all types of people undergoing financial distress and how they talk with us determines how we tackle them. Usually, customers are just ‘normal’ when under distress, but how to deal with ‘special’ people. Like people with over-inflated egos, VIPs, and even narcissists in financial distress?

A client recently asked me to combine customer service training with my normal debt collections training. The organization was getting too many customer complaints and it didn’t want to lose customers and spread negative word-of-mouth. The big boss said something that hit me hard. She said, “Some of the collectors are too harsh. They make customers feel small.”

I attended a Western embassy’s networking event where they matched 20 Western trainers with 19 local Malaysian trainers + me. The Western trainers’ goal was to expand their business into the Malaysian training market. The Westerners, except me, were well-dressed, bright-toothed and, frankly, beautiful. Not a one was bald, overweight, or grey haired– like me. They reminded me of televangelists. When I asked what they trained each said, “Leadership.”