Humanized service in charging improves results and reputation

As pointed out by the portal Cliente S/A, 39% of Brazilians have a preference for human service. 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 collection, it is necessary to understand that the customer is sensitized by an unpleasant situation: debt. By prioritizing empathy and active listening in contact with the customer, the company appears in the market positively, avoiding that image of villain of credit recovery teams.

Edemilson Koji Motoda is director of the KSL Group, a specialist in friendly and legal collection. He comments that this humanization of service has positive results in negotiations: “In addition to reputation, the success rate in collections is also impacted by this approach. Customers who feel respected and understood tend to be more open to negotiate their pending and seek viable solutions. A service that considers the reality of each consumer, with appropriate language and flexibility, can make a difference in the recovery of credit”.

To achieve this level of service, it is necessary to have awareness on the part of the team, with training, lectures and internal actions, to ensure that each interaction is conducted in a respectful and effective way, generating positive results for both customers and creditor companies.