Insync by TACT - Post Assessment

Poor corporate etiquette can result in (Choose all correct options)

• Good customer reputation

• Negative public perception

• Legal action against the agency

• Customer complaints

Which of the following must a debt recovery agent be mindful of as part of Data Protection and Customer Confidentiality? (Choose all correct options)

• Be mindful of not giving customer information to unauthorised third parties

• Handle the situation tactfully when the customer retaliates to verification questions

• It is alright to be rude when the customer is rude

• Debt recovery agents must handle customer information they are privy to responsibly

Accepting 'Gifts' from customers in return for concessions is an accepted practice.

• True

• False

• Acceptable for a concession over LKR100,000

• Acceptable with appropriate approvals

Which of the following is bad Corporate Etiquette for a Debt Recovery Agent?

• Speak a bit slower

• Don’t chew gum when on the phone

• Interrupt when customer is speaking

• Be polite

A Debt Recovery Agent must be fully prepared before handling a call ONLY if the customer is a tough customer

• True

• False