Empathy Can Help Boost Your Agency’s Revenue and help better understand the consumer in a new light.
Empathy has become a buzzword that you need to learn more about. It is not something that holds no purpose for your agency. It can be as simple as understanding what customers are going through. With a basic understanding, you will get to better relate to customers and effectively handle calls.
The truth is that being under debt can be an emotional and psychological burden. It prevents people from living the life that they have always wanted. With this in mind, you must make people feel good to pay off their wrong rather than feeling inadequate to be under debt. Let customer happiness be your North Star. It will point you in the right direction. You might have tried different collection strategies, and they might not be working. The following facts will help put things into perspective about having debt.
- It can be overwhelming having to deal with debt, especially if one is dealing with other challenges such as family pressures, illness, or job loss.
- One can feel hopeless and not know what to do.
- It is possible to feel a lack of control or ashamed to have debt.
Keeping given the above, customers might already be on edge when they receive a collection call. Just listening to the words “debt collector” can lead to one entering fight or flight mode. A significant shift that has occurred in the industry is that agents are trying to be more empathetic. Therefore, empathy is essential. It requires one to speak in such a way that lifts others and motivates them rather than tearing them down for not paying a debt.
Importance of Empathy
1. Labelling Emotions Helps Provide Relief
Labeling emotions requires a great deal of understanding. When you understand the feeling causing stress, you will notice a drop in stress levels. It can be relieving to know that the other person understands you. Even using connecting phrases such as “I can see why you feel a certain way” or “I understand you” can prove effective.
2. Connection Results in Cooperation
Through empathy, you get to create a connection with customers. This allows them to be more cooperative and not combative. It is common for consumers to be reluctant to open up to a collector. Being more empathetic helps build rapport. It allows collectors to gather helpful information to assist customers better.
3. Motivates Customers to Pay Debts
To show customers that you are an ally, you need to show empathy. Once customers see you as an ally, they would be more receptive and act in the desired manner. Thus, you can expect them to arrange the payment or work out a plan that ensures that the debt is paid in full.
Empathy might be what you need to take your agency’s revenue to the next level. Therefore, it makes sense to encourage agents to be more empathetic towards consumers. It will help your agency find success.