BILLING-COLLECTIONS5 MIN READ
Handle a disputed invoice call with interests, not positions
Use principled-negotiation language in a collections call about a disputed invoice.
Dana DA Customer AP manager The moment live call High tension Dana opens the call with: “We are not paying this invoice. It is wrong.” A positional fight here can freeze the account. An interest-based move can uncover a solvable blocker. $18.6k overdue balance 34 days aging The framework 90 sec Getting to Yes Move from positions to interests and facts The customer’s position is “we will not pay.” Your job is to uncover the interest underneath and test it against objective information. Reflex
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