As pointed out by the Cliente S/A portal, 39% of Brazilians prefer human assistance. In practice, what customers seek is to be understood, empathized with, and have their issues resolved. Debt collection companies that adopt a humanized approach not only enhance the consumer experience but also strengthen their reputation and increase negotiation efficiency.
When it comes to debt collection, it is essential to understand that the customer is sensitized by an unpleasant situation: indebtedness. By prioritizing empathy and active listening in customer interactions, the company is seen positively in the market, avoiding the negative portrayal associated with credit recovery teams.
Edemilson Koji Motoda is the director of Grupo KSL, a specialist in friendly and legal debt collection. He mentions that this humanization of service has positive effects on negotiations: ‘In addition to reputation, the success rate in debt collections is also impacted by this approach. Customers who feel respected and understood are more likely to be open to negotiating their debts and seeking viable solutions. Service that considers the reality of each consumer, with appropriate language and flexibility, can make a difference in credit recovery.’
To achieve this level of service, there needs to be awareness on the part of the team, with training, lectures, and internal actions, to ensure that each interaction is carried out respectfully and effectively, generating positive outcomes for both customers and creditor companies.
