Conforme apontado pelo portal Cliente S/A, 39% of Brazilians prefer human assistance. In practice, what customers seek is to be attended to by someone who understands them, be empathetic and solve your problem. Debt 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 charging, it is necessary to understand that the client is affected by an unpleasant situation: indebtedness. By prioritizing empathy and active listening in customer contact, the company is positively positioned in the market, avoiding that villain image of credit recovery teams
Edemilson Koji Motoda is the director of the KSL Group, specialist in amicable and legal collection. He comments that this humanization of service has positive results in negotiations: "Besides the reputation, the success rate in collections is also impacted by this approach. Clients who feel respected and understood tend to be more open to negotiating their outstanding issues and seeking viable solutions. A service that takes into account the reality of each consumer, 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, with 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
