Interacting with Non-responsive Customers

Finding and building rapport with particular customers can be a challenge for many organisations.  Especially if people are not willingly or not easily participating with the required business process or situation.  This can occur for a number of reasons, from limited understanding of the English language, through to cultural differences, and/or deliberate evasion.

At Total Risk our Field Agents are experienced with handling a wide range of situations, personalities, and individuals of varying cultural backgrounds.  Within our team we have a number of multilingual agents (e.g. fluent in Maori, many Pacific Island languages, Cantonese, Mandarin), as well as having a long term relationship with a national translation service. 

Our field agent services may significantly benefit:

• Businesses and organisations needing to undertake and outsource ‘in field’ activities, resulting from their own limited resources in the field.
• Businesses needing to handle some difficult or anxious customers, requiring a level of expertise, maturity, and professionalism from field representatives.  With Total Risk, our approach is to not simply to undertake the required activity, but to truly focus on achieving the desired end result, de-escalate any conflict or issue, and protect the reputation of our client’s brand.
• Entities requiring full completion of legal documents, e.g. hire purchase contracts, financial instruments/financial documents.
• Professional organisations seeking renewal of memberships due to payment apathy.
• Organisations and product development groups wishing to undertake new product testing, product surveys, or new product research.

For more information about our field agent services and how we can interact with customers on your behalf, please Contact Us. Our services are supplied throughout New Zealand (NZ) including Auckland, Wellington, Christchurch and all other regions.