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B2B customer service: The competitive edge
Customer service is as important in the B2B space as it is in the consumer sector. It can be a differentiator for debt collection firms, which often are among several firms a customer deals with.
The customer is always right, or so the saying goes. And while, strictly speaking, this might not always be true, it is clear that a good level of customer service and empathy can be the differentiator between a happy customer and one that goes elsewhere.
Just as consumers on the high street expect a good level of customer service, businesses too expect their service providers to respond effectively to their needs, particularly if a problem occurs. Rather than selecting a contract solely on the basis of cost or "product", customer service levels and a demonstrable code of ethics are increasingly important considerations.
This is especially so in the debt collection industry, where working with more than one agency is standard practice. While there is an obvious need for an agency to demonstrate professionalism in all its working practices, a positive customer relationship experience can be a determining factor in winning new business, particularly when there might be issues to overcome along the way.
