One of the most successful techniques to use in debt collection is employing empathy. While for some that can be a difficulty when there is money to collect, it’s essential for not only successful outcomes but because it’s simply the right thing to do.
If you haven’t had as much experience with empathetic conversations, there are some guidelines and advice that you can use to try and make empathy a more centralized part of debt collection.
We looked at some advice offered by the University of British Columbia as well as the Canadian Mental Health Association website for some ideas on why empathy is important, as well as how to impart that during conversations.
Steering the conversation the right way
First, let’s talk about some potential responses or ways that you can make sure empathy is at the center of a conversation. Active listening techniques are very important to make this a genuine as well as effective talk about the problem.
Give them the courage to be vulnerable: Acknowledge that they are trusting you with personal information or explanations on why they are troubled about debt.
Clarify the main points: It’s a good idea to ask again about what you’ve heard about their situation, and to make sure that is correct.
Offer solutions: Be sure to ask what you can do to make the situation better. Reassure them you’re there to help solve this concern.
Why empathy is so important
More empathy in the world is sorely needed. Yet, there are some specific reasons why it can be important to remember for business conversations as well.
It helps you regulate emotions: Instead of reacting in a way that might be angry or impulsive, it lets you see the other side of the story and then react to the genuine concern a person has.
It helps us connect with others: Understanding is never overrated. It’s the backbone of great communication and leads to success in many ways.
It ends feelings of isolation: Oftentimes, someone gets into a situation and truly feels alone. Sharing their concern and working with someone toward a solution lets them know they are not alone in these types of struggles.
Making sure empathy is front and center
Treating customers with empathy means that you can build trust with them, and with you, which means you can continue an important relationship. That trust lasts beyond just the solution to an issue. That’s why empathy and compassion are major parts of what we do at ARO.
We can reconcile customer debt on your behalf with the personal touch needed to create an impactful and lasting customer experience, with the results that you need to help your business continue to thrive.
Find out more about what we have to offer businesses on our website.
