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Podcast Link: CnR
The podcast "Collecting Thoughts" by CNR Software delves into the often-overlooked link between customer service and collections in business. Monique Cyrus, a collections consultant, shares her insights and experiences in this field, highlighting how effective customer service strategies can lead to better collection outcomes and maintain brand loyalty.
Key Points and Ideas
The importance of maintaining positive intent in collections, focusing on understanding the customer's situation rather than assuming non-payment.
Monique's career path, which interestingly transitioned from banking to collections, illustrates the varied routes professionals can take within the finance industry.
The role of customer service in collections, emphasizing understanding and empathy to foster better relationships and payment resolutions.
Monique's strategy of starting collection interactions with a phone call rather than an email to pe...
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