How to Respond to a Customer Who Can’t Pay

Many customers want to pay, but can’t – turning missed payments into emotional and stressful situations. Handling these conversations with empathy is key to maintaining trust and protecting your business.

This 1-hour toolkit will equip you with practical strategies to navigate sensitive financial discussions with confidence. Learn to identify the reasons behind non-payment, offer flexible solutions, and maintain positive relationships – turning tough conversations into opportunities for understanding, trust, and growth.

We will cover:

• The difference between can’t and won’t pay – understanding that yours isn’t the only bill left unpaid
• The barriers to disclosing financially difficult situations
• How our approach and attitude changes conversations and openness to access support
• Fair options – repayment plans, switching contracts without fees, payment holidays.
• Encouraging the use of benefit checkers and free debt advice