There are some clients in our organization that no CSR will go near. These clients are so nasty, so venom filled, that when they call its as if everyone is out to lunch - at 10:30 in the morning. It's my job to send these lovely individuals invoices for the various services we provide them. You gotta pay to play. Of course, this angers them a great deal. Some people have such an aversion to paying what they rightfully owe for services rendered it astonishes me. Just because you are a company you think that things come free to you? I am a scrupulous miser, I suppose. I hunt these people down. But I'm not a collections person. I just let people know when things are due. I'm like the guy that the Don sends when he wants to "politely" inform you that your favor now needs to be repaid. I am the first wave. If you refuse me then we sick the collection agencies on you. And I have no remorse for you when this happens because hey, I tried to be nice about it. My invoice was very clearly laid out & stated the charges in an itemized and coherent fashion.

 

I write this post though, because some of our CSRs have a serious issue with their clients receiving these bills. The reason? They bear the brunt of the anger that the client has at being invoiced. I have told the CSRs time and time again to transfer these angered souls to me, I will deal with them. Because I'm a calm guy, I'll lay it out for them. Why get animated & up in arms? It seems sometimes as if the CSRs are scared to collect our money from these clients. I would ask those CSRs, "who do you work for?" Seriously, its not your money directly that is owed, but it is the money that pays your salary. So go after it, don't let them get away with scaring you! Jeez, grow some balls!