Defining vulnerability becomes clearer when we remember it relates to circumstances, temporary or permanent, rather than being an inherent characteristic of a person. It is ‘a state not a trait’. By separating the situation from the person, we can enable better conversations about difficult circumstances with our customers. In an ideal world, self-disclosure would be a routine procedure in resolving arrears but it isn’t always easy.
This guide will assist collections professionals and customer service agents in taking the first steps to protect corporate reputation and boost customer satisfaction.