As pointed out by the Cliente S/A portal, 39% of Brazilians prefer human assistance. In practice, what customers seek is to be served by someone who understands them, is empathetic, and solves their problem. Collection companies that adopt a humanized approach not only improve the consumer experience but also strengthen their reputation and increase the efficiency of negotiations.
When it comes to collections, it’s important to understand that the customer is sensitized by an unpleasant situation: debt. By prioritizing empathy and active listening in customer interactions, the company presents itself positively in the market, avoiding the villainous image often associated with credit recovery teams.
Edemilson Koji Motoda is the director of Grupo KSL, specializing in friendly and legal collections. He comments that this humanization of service has positive results in negotiations: ‘Beyond reputation, the success rate in collections is also impacted by this approach. Customers who feel respected and understood tend to be more open to negotiating their pending issues and seeking viable solutions. Service that considers each consumer’s reality, with appropriate language and flexibility, can make a difference in credit recovery.’
To achieve this level of service, it’s necessary to raise awareness among the team through training, lectures, and internal actions, ensuring that each interaction is conducted respectfully and effectively, generating positive results for both customers and creditor companies.
