Want to Be a DC? | Dealing With Complaints
Do You Want To Be A Debt Counsellor cont.
The more clients you take on, the more likely that you are going to have consumers who complain.
This could be for a variety of reasons, and one of the best ways to minimise this is by excellent and documented communication. Keep your clients informed, and manage their expectations.
Even if you do everything right, you are going to have consumers who complain.
It is best to give them a clear way to do that directly with you.
If you do not give them a way to complain to you, they will start to complain online to anyone who will give them a listening ear. You do not want lots of bad HelloPeter reviews, or the NCR getting emails about you from an angry client who is mistakenly blaming you.
Sometimes you will find a consumer will just go ahead and cc the NCR on a complaint over which you have limited control. This can be frustrating, but try be as speedy about explaining the situation as possible, and set lots of time aside for dealing with complaints. They are going to happen no matter how good you are.
Good record keeping will help protect you, if things escalate, as will professional indemnity cover.
Remember, clients will blame you for the actions of credit providers, collections agents, credit bureaus, service providers and even their family members.
‘You can’t make everyone happy all the time’
You can’t make everyone happy all the time, and many people mistakenly think you have total power over how their finances and accounts are handled.
It is beneficial to help them understand that you are on their side, and while you do not have total control, you can help them complain about any credit provider or service provider who gets things wrong.
Good “easy to use” communication channels, and not over-promising is important. Always keep your clients updated when they have a problem, or something is delayed. Keeping clients involved and informed can help reduce complaints dramatically.
How Do You Adjust To A Growing Practice?
Continued in the next article