You are working in the financial services department for a well-established tree

Question

You are working in the financial services department for a well-established tree lopping business. One of your long-term customers has an account overdue by 60 days and has seemed to ignore the last two reminder notices.

As part of your role you have investigated the customer’s profile using the information provided in the customer database.

The facts are:

length of association with the company is eight years

payment history is excellent prior to this issue

total amount overdue is $599 for the removal of a deciduous tree from their property on 20th February

amount has been overdue for 60 days

initial invoice was sent on 1st March

1st reminder notice was sent on 1st April

2nd reminder notice was sent on 1st May

no response to the notices have been recorded in the database

You have reviewed the companies’ credit policy to find that in a case such as this, your first option is to receive full payment within 10 working days. As the customer is long-standing and has no other payment issues prior, you have a second option to negotiate a repayment scheme whereby the full amount must be cleared within three months.

You are to construct a telephone script, which will detail the following criteria:

identify the debtor

identify yourself

state the facts of why you are calling

state the process moving forward

At the end of the script describe why you have chosen to deal with the issue in the manner that you have.

Telephone script:

Explanation / Answer

Hello. Am I talking to the ABC Company’s bill clearing department. Thank You. My name is Bob and I am calling from XYZ Tree Lopping Company. The reason for my calling is there is an invoice of $599 pending with you. This was raised because we had removed some deciduous trees from your property on 20-February. The amount has been overdue for 60 days now. The initial invoice was sent to you on 1-March, a payment reminder was sent on 1-April followed by a second payment reminder on 1-May. As per our company’s credit policy, the payments must be cleared within 10 days. We are willing to provide you a second option, whereby you can clear the full amount within next three months. We respect the long standing relationship we have had and there have been no payment issues in the past, therefore, we are willing to give you second option. We would like to maintain this long standing relationship and also see to it that it is easy for you to clear our dues. I will be sending repayment plan to you very soon, please acknowledge the same. Thank You.

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