The customer is always “right” does not necessarily apply to the debt collection industry. It is completely the customer’s fault that they are in that unfortunate situation. Do not allow customer service benchmarking to affect the purpose of your call as customers could easily walk all over you. You can’t also, however, assume and state that the customer is wrong. Most collectors are in a desk on a phone and commission rates are dependent on that customer staying on the phone and paying that bill, not who is right or wrong.
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