You can use the latest technology and tactics that have proven to be a success, but it’s equally important to know the best way to speak to consumers in debt with your business. What you say and when can make a big difference in how they respond to your requests.
The goal is not to extract the personability from conversations with people in your customer base. Treating them more like people and less like just an entry on your ledger is an approach that is easy to utilize and reflects well on your brand. Plus, it’s the right thing to do.
We wanted to give you some advice on how to speak to consumers who are trying to clear debt with your companies. We teach our contact center staff these techniques when they are ready to speak with consumers.
Showing that you care
Tone is everything when it comes to customer service, especially with potentially difficult conversations. Whether the consumer wants to use more automated electronic means to pay or if a phone conversation or chat works better, having a personal touch will work wonders.
Stay flexible
Before the conversation starts, the best debt collection agents know that a solution can be reached from different avenues. Being ready to respond to the consumer with options that make the most sense for them while clearing the debt promptly for you will lead to a faster resolution and a positive outcome for both parties.
Remember customer service
It’s a great idea to clarify that you still want to provide the consumer with services or goods in the future and that the debt clearance is just a step in that direction. This slight shift in how the consumer views the transaction and result shows that you are as concerned about their satisfaction as you are about clearing the debt.
Leading with dedication and experience
Using techniques to make debt collection more empathetic is just one way that we can help you reach a greater level of success. MJR combines commercial flexibility, experience in business, and a dedication to driving superior performance in debt collection.
We continuously monitor our strategies so we can adjust what is working best for our clients. We deploy the right amount of resources and ensure we also garner feedback from you to fine-tune how we collect a debt – and we have the results to show for this attention to detail.
To learn more about what we can do for your business, visit our website.
