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The accounts receivable management and collections industry can take a page from the retail customer service experience handbook. Customer service is a major focal point in the retail industry, as it should be in accounts receivable. Regardless of the industry, creating a climate agreeable to customers drives better numbers for businesses of all types. Regardless of the industry, nearly every business will have its share of unruly clients having an off day. It vital to make sure the behavior isn’t a product of mistreatment by the company. But employees aren’t born with client services abilities; they have to be groomed to handle clients of all types. This takes training. Some of the most successful corporations spend more money on quality employees and the training that puts them above and beyond their competition and makes them far more profitable. This is certainly true in the collections industry where debtors can be extremely defensive and need to be approached delicately and professionally. Collection agencies rely on high-tech equipment to help them do their jobs, but it’s the people themselves and client services they provide that are the single most important thing in any collection agency. Helping these employees put their best foot forward can only happen with the proper education and training. Time and time again, businesses that fail to invest in their employees have seen business suffer. Client services aren’t about putting on a smiling face and providing over-the-top congeniality. Some studies suggest that this attitude is actually frustrating to many clients. What they really want is to have their questions answered by a knowledgeable staff member who can be pleasant and professional rather than perky and ingratiating. Most consumers say they just want an easier client services experience, which means in the collection industry, collectors need to be able to accurately respond to questions while hitting their objective of settling accounts or getting them current. The Fair Debt Collection and Practices Act is a good guideline to follow to ensure that consumers are being treated fairly, but collection agencies also need to have a staff with a deep knowledge of how to communicate what is expected of clients while also listening to their concerns. Agencies like Omega RMS, llc., with decades of experience in collections, have invested the training necessary to keep customers happy, protect the brand they represent and bring in an excellent return on investment.
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