Humanized collection service improves results and reputation

As pointed out by the Cliente S/A portal, 391% of Brazilians prefer human service. In practice, what customers want 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 customer experience but also strengthen their reputation and increase negotiation efficiency.

When it comes to debt collection, it's important to understand that customers are experiencing an unpleasant situation: debt. By prioritizing empathy and active listening when interacting with customers, the company establishes a positive market position, avoiding the villain image of debt recovery teams.

Edemilson Koji Motoda is director of the KSL Group, specializing in friendly and legal debt collection. He notes that this humanized approach to customer service has positive results in negotiations: "Besides reputation, this approach also impacts collection success rates. Customers who feel respected and understood tend to be more open to negotiating their outstanding debts and seeking viable solutions. Customer service that considers each customer's specific needs, using appropriate language and flexibility, can make all the difference in debt recovery."

To achieve this level of service, team awareness is required, through training, lectures, and internal initiatives, to ensure that each interaction is conducted respectfully and effectively, generating positive results for both customers and lending companies.