1. Stage 1: find out the whole situation
During an initial interview, the debt adviser needs to uncover a variety of information from the client. To help gather this information, it is important to gain the client’s confidence and reassure them about any misunderstandings they may have about the actions their creditors can take – eg, they may believe they can be sent to prison for non-payment or sheriff officers can enter their home at will.
The adviser must also explain the process of how they will deal with the client’s case. Throughout the initial interview, the adviser must work with the client, demonstrating empathy and understanding to build trust and reassurance. This will allow the client to feel more comfortable sharing information about their situation, which will lead to a better outcome.
To fully understand the client’s situation, the adviser needs to:
•explain the principles of debt advice;
•explain your remit;
•understand what has happened;
•reassure and start building rapport.