How important is billing for customer loyalty?

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The collector — or negotiator — usually deals with customers in a special situation. Therefore, their approach and actions have a direct influence on their decision to buy again or not.

The collections department and good negotiators must be in tune with the company's sales policy and use the same psychology and empathy as the salesperson. The difference is only conceptual, since the main objective is to motivate the customer to pay for what they bought.

Collections are also important as a preventive mechanism and as a way of china phone number list a company's financial health . This is an aspect that must be permanently managed; therefore, no business can neglect the organization of this sector.

What are the tips for a winning collection?
For this work to be truly effective and provide a quick return, it is necessary to have the support of specialists. Equally important is to ensure access to the best tools and technologies available in the debt collection market, which we will discuss later.

In this sense, it is worth highlighting some tips so that the collections sector can play its role and, thus, become a support point for the sales sector.

Be assertive when negotiating
Assertiveness seems to be in fashion, however, it is common for the real meaning of this term to be misinterpreted. In debt collection, for example, being assertive implies using a tone of voice and approach that is both calm and firm. This way, the customer realizes that they are dealing with professionals, which also helps to keep tempers under control.

Therefore, being assertive in collections means getting straight to the point without losing sight of a friendly attitude and willingness to present solutions.

Never lose your cool
Collection professionals know better than anyone that a poorly conducted negotiation is likely to end with an angry or out-of-control customer. Therefore, training should focus on developing negotiators who are skilled enough to overcome objections and not retaliate with aggression.

In this regard, sales staff have a lot to teach, since they are, in fact, the first negotiators on behalf of the company. They are a great example that, even in critical moments, it is possible to remain calm and elegant when dealing with the customer.

Use billing tools
It is no longer possible to design an effective billing system without tools and technological support . Therefore, it is worth investing in solutions such as billing, digital and voice preventive services and user-friendly billing.

All of them use resources such as the Digital Service Position (PA), which is essential for dealing with omnichannel customers, in addition to traditional SMS and the omnipresent WhatsApp. Chatbots, IVR and virtual agents, a type of android that emulates a human being while talking to the customer, are also essential tools.

On the other hand, the evolution of communications is characterized by the continuity of solutions that are already well-established and do not become obsolete. This is the case of e-mail, an extremely important channel, and customer service via 0800.