What exactly is customer service?

Open any newspaper, web page or any catalogue that is distributed you will find the magical words "Our Customer Service Department".

Is this just put there to appease the customer or to provide the customer a false sense of security that "Customer Service Department" will be there to help you in case the service you requested for was poor and inadequate or the item you bought was damaged or working improperly.

At DCC all our personnel are trained and retrained to exhibit customer skills at all times regardless if we are speaking to an individual who has an outstanding with our client or if we are speaking to an individual about our clients products or services. The companies that Dialers represents allocate and spend millions of dollars every year in polishing, improving and upholding their image to the general consumer. Billboards are posted all across cities, advertisements are placed in the print and television media outlets to sign up new customers.

When an organization turns its delinquent accounts over to a collection representative, it has to ensure that the accounts are worked upon appropriately and with a great deal of confidence and trust.

Confidence and trust is not only limited to the collection of monies. Confidence and trust also relate to the integrity of the clients and their respective customers. Approaching the customer and speaking to them in a ethical and courteous manner. Assuring them that we are here to assist them and that all matters discussed pertaining the debt are confidential and will not be divulged even to their spouses or next of kin.

Dialers training sessions are one of the forums where collection representatives are constantly reminded and updated on matters relating to customer service and on how to conduct proper collection services, listening to what the customer has to say and responding accordingly, building a rapport with the customer especially in cases of genuine hardship or difficulty. These are simple but effective steps that must be put into practice in order to carry out our duties and at the same time uphold the image of the client that we are representing regardless whether the account we are working on is active or deemed as terminated or written off.

We ensure that the individuals designated to work your accounts are provided the proper briefing and training and work within the guidelines set. They are briefed about the nature of the debt, the particulars of each financial transaction relating to the debt. As a collection representative or an extension arm of the organization we represent, it is essential that we are able to explain to the customers the charges relating to the debt. These are essential tools in providing proper collection services.

Our objectives are to collect the total amount due and to reinstate his or her facility (only if approved by client). By doing so we would have accomplished three vital things, manage to collect the monies due to our client, retain the customer as a source of future revenues for our client and refrain from relinquishing the customer to our client's competitors. Although the customer may have had a less than impeccable paying history, limiting or restructuring the facility would certainly be wiser than losing the customer to the competition outright.