5 C's diffusing conflict
Regulate emotions. Speak slowly and lower volume.
Calm
Saying these are an example of what. "It's not a big deal", "You're overreacting"
Minimizing language
Identify early signs of conflict and your own emotional state
Recognize
What am I doing when I say. You're in good hands now. We're the best at what we do.
Introduce the lead to our brand
This is not mandatory nor does it determine APR
Autopay
Open and honest dialogue to share perspective
Communication
Saying these is an example of what. You always...., you never ....
Accusatory "you" statements
Engage calmly, listen actively and validate the other person's feelings
Respond with respect
What am I doing when I say. I see you live in ...., how do you like it over there?
Build rapport
I can do this in store or over the phone no later than 2 pm central on the business day prior to payment date. Or 3 days with customer service
Revoke ACH or Debit card payments
Ask open ended questions to understand the root issue
Clarify
Saying these is an example of what. Whatever, let's just move on, calm down
Dismissive phrases
Collaborate to find a mutually agreeable solution to the core issue.
Resolve
What am i doing when i say. I've been doing this for a long time and I'm very good at what I do
Emphasize your ability to meet their needs.
PII stands for what and includes what
Personally identifiable info
Copy of ID, bank statement......
Work together to find mutually beneficial solutions
Collaborate
Saying these are and example of what. Clearly, obviously, if you knew better.
Superiority and judgement
Think about what happened, what was learned, and how to improve future interactions
Reflect
What am i doing when i say. The application is fast and easy
Quick and easy process. Make it simple
When calling collection calls or any other the phone can only ring this many times.
10 times
Find common ground. Be willing to give and take
Compromise
How should you phrase each of these statements instead.
Minimizing language- i see why this is important to you.
Accusatory- I feel, when, I've noticed.
Dismissive phrases- i want to understand, let's take a break.
Superiority & judgement- from my perspective, let's explore
Repeat the 4 R's
Recognize, respon with respect, resolve, and reflect
What am i doing when i say. Perfect! Well help get you taken care of today when you come in. Alreight you are all set. I look forward to seeing you today
Reassure we're here to help them and set appointment time and close the conversation
Why does it matter about vault security
An unsecured vault creates a risk to our team, the stores and company assets. Following vault security procedures prevents losses, protects our teams, and supports a culture of accountability and operational excellence.