Management Operating System Coaching Tips

The Time to Shine: Is Now

June 8, 2020 As unemployment claims drop, more and more consumers return to work, and as more Lenders begin ramping up their collection efforts once more: the time to really show our expertise as Collectors is here. In the majority ...
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Offering the Payment Method Too Soon

June 1, 2020 Here’s a typical scenario we hear a lot when listening to calls: A customer calls in, the Collector advises them of the total amount due and asks if they can pay today.  The customer agrees to a ...
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Focus on the Finish Line…Not the Obstacle

May 26, 2020 One of my favourite things to do is to go skiing. A basic rule of skiing is to keep your eyes in the direction you desire to go. Why? Because your “skis will follow your eyes”. If ...
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Feedback is a Gift, if Done Correctly

May 18, 2020 Not everyone likes feedback or enjoys the process. Not all feedback is constructive. You can either take it or reject it. Yet, feedback is still a gift. As leaders, we have a responsibility to give feedback, but ...
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Just Okay, is Not Okay!

May 11, 2020 As leaders, it is right to expect more out of your calls and your people. You invested in training and continually invest daily through your MOS process. Don’t settle for “Okay” and call it “Good”. In recent ...
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Empathy vs. Sympathy

May 4, 2020 As Collectors, we are in a period where the use of excellent Bridging skills is essential, as all of our customers; and all of us, are all in the storm of this Covid-19. It is more important ...
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Change is Constant

April 27, 2020 With the Covid-19, our employees have experienced a great deal of change in a short period of time. And although some have adapted to the change on the outside, there are a lot of moving parts and ...
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We Are in the Same Storm, Not the Same Boat: Empathy versus Sympathy

April 20, 2020 Last week, we discussed that while everyone is affected by Covid-19, not everyone is immediately financially impacted by this pandemic. What does that really mean to our customers and how that does that impact the way we ...
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Isn’t Everyone Affected by Covid-19??

April 13, 2020 Everyone is definitely affected by Covid-19 but not everyone is financially impacted by Covid-19. Thus, with negotiation, it is always important not to prejudge someone’s ability to pay. I heard an interesting conversation the other day regarding ...
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Don’t Ignore the Elephant in the Room

April 7, 2020 We are in unprecedented times right now. Everyone is feeling this pandemic one way or another. This includes both your employees as well as your customers.  Thus, the challenge is to be empathetic to what is going ...
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MOS Coaching Tips from your team at CBS: Welcome to April!

April 1, 2020 We know you all have a lot on your plate and we know the challenge of making sure the MOS development steps are being followed is a lot harder, and a lot more critical with some or ...
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