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The Impact of the Effective use of Tone ... - …
The Impact of the Effective use ofTone of Voice in Collection LettersADecision Analytics briefing paper from ExperianJanuary 2009 IntroductionThe way in which you communicate with your debtorsreally does Impact the effectiveness of your the heart of any collections operation is the qualityof the correspondence and, in particular, the tone ofvoice adopted with the debtor. In short, what you say isimportant, but how you say it has a critical Impact on help guide best practice in this area and provideareas for consideration when designing andimplementing customer letters within a collectionsstrategy, experian commissioned a programme ofqualitative research to explore how consumers react tothe words used to commuicate with them about research employed two focus groups of varying demographic backgrounds inorder to obtain a broad perspective. This aided evaluation of the aspects whichproduce a positive response, without causing inappropriate anxiety.
The Impact of the Effective use of Tone of Voice in Collection Letters A Decision Analytics briefing paper from Experian January 2009
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