According to the Cliente S/A portal, 39% of Brazilians prefer human service. In practice, what customers seek is to be attended to by someone who understands them, is empathetic, and solves their problem. Debt collection companies that adopt a humanized approach not only improve the consumer experience but also strengthen their reputation and increase negotiation efficiency.
When it comes to collection, it is important to understand that the customer is sensitized by an unpleasant situation: debt. By prioritizing empathy and active listening in customer interactions, the company is viewed positively in the market, avoiding the image of a villain by the credit recovery teams.
Edemilson Koji Motoda is the director of the KSL Group, specializing in amicable and legal collection. He comments that this humanization of customer service has positive results in negotiations: "Besides 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 debts 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 is necessary for the team to be aware, through training, lectures, and internal actions, to ensure that each interaction is conducted in a respectful and effective manner, generating positive results for both clients and creditor companies.
