Talk-Off

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Speak: I’m going to place you on hold and request that my manager try to reach a workable solution that will be in the best interest of everyone involved. My manager may have some ideas that we haven’t yet explored. Please hold while I request that my manager speak with you to see if we can reach some sort of resolution.

Instruction: Ask if permission has not already been granted)

Speak: Is it okay for me to call you back on this number if we get disconnected for some reason?

Instruction: (If hold time reaches 2 minutes, return to the line and say the following

Speak: Thanks for your patience. Sorry to keep you waiting, but I need a little more time—is it okay if I put you on hold for another moment?

Instruction: Put consumer on hold and get a Manager or Senior collector for a talk-off

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