Webinar: Teaching Collectors to Find the Middle Ground in Communication
October 15, 2020

Join Mary Shores, CEO & President of Midstate Collection Solutions and Creator of the Collection Advantage program, as she dives into what it means to create a culture of empathy in your collection agency while still collecting the payment.

Empathy has been the buzzword in business this year including the debt collection industry.

While it’s positive to see the industry encourage more collectors to be empathetic with consumers, it’s not enough to tell your team members to be empathetic. You really have to show them how.

There’s also the challenge of not coming across as “too empathetic” and getting stuck in the “friend zone” where you don’t collect any money.

In the first 35 minutes of this 50-minute webinar Mary will explore what empathy is and how your business can collect more from consumers by finding the “Goldilocks zone of connection” – the middle ground between being aggressive and a pushover.

The final 15 minutes of the webinar will be dedicated to Q&A surrounding communication challenges audience members are facing within their agencies. This rapid-fire question-and-answer segment will help attendees implement techniques to solve their biggest communication challenges.

This free webinar was held on Thursday, October 15th at 1:00 pm - EDT.

About the Panelist

Mary Shores, Speaker and Author

Mary Shores

Midstate Collection Solutions

Mary Shores is a second-generation agency owner, best-selling author, and creator of the Collection Advantage online program, which is designed to help collectors create and execute high-converting scripting. She’s here to teach you how to communicate with consumers and keep your revenue flowing.

Communication in Accounts Receivable

Continue learning with PDCflow resources

Increase Debt Recovery with the ‘Goldilocks Zone of Connection’
Positive Language: The Secret To Collecting More On Delinquent Accounts
[How-To] Use Your Voice to Persuade in Payment Collection