It’s a harsh truth but needs to be said: Running your business in an overly automated fashion can be detrimental instead of merely efficient. This is especially true in the world of debt collection. The human element, the way empathy is employed, the kindness that you can display — all of these factors can make a big difference in maintaining a customer relationship that is important to your continued success.
We looked at some advice from experts writing for news sites tied to LinkedIn and the International Legal Center to showcase examples of kindness in interactions related to debt collection. As it happens, a lot of it comes down to understanding tone and focusing on consistency.
Note how questions are being asked
This is a big part of great communication. Having a list of the right questions at the ready to get information about a person’s situation is very important. It’s also a good idea to phrase these questions clearly to foster the greatest understanding possible.
Work on the powers of persuasion
It may take some effort to explain the reasons why on-time payment is important to your business as well as the customer. Being able to explain both of the stakes from each party can go a long way to establishing a great customer relationship.
Polite conversation goes a long way
Simple things like asking how they are really doing and sharing empathy for different situations are key factors in getting results. You don’t have to feel like a friendship is starting, but the basic courtesies and acknowledgment of realities can make that customer feel special.
Be ready with all the facts
Nothing can be more frustrating — or a conduit for rudeness — than not having all of the different elements of a payment plan or scenario available. Being prepared to talk about all aspects of a customer’s relationship can be efficient as well as courteous.
Building trust with all your customers
Treating everyone with compassion and empathy starts with the customer service relationship, and it’s the place where building trust can be practiced daily. Those twin pillars of empathy and compassion are also major parts of what we do at ARO.
We can reconcile customer debt with the personal touch needed to create a solid customer experience. It also results in better outcomes for everyone involved. Find out more about what we have to offer businesses at our website.
