Over the past few years, “empathy” and “compassion” have been consistent buzzwords in the debt collection industry, and the new normal has called for an empathetic approach.
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Picture this: You’re on a collection call. You’ve verified the contact and identified yourself. You’ve also given the mini-Miranda. Now, the call can go in what seems like infinite directions.
The other day I was sitting in on a sales meeting with a prospective client – a small hospital – and I asked them if they had any roadblocks or concerns when it came to working with a collection agency.
Empathy has been the buzzword in business this year and for some of you, it may have you shaking your head and wondering, What exactly is empathy and how does it apply to my business?
