Customer Service
"Good service is solving a problem - delivering what our clients expect to receive. Great service is getting below the surface of the problem, delivering what no one expects to receive. It is listening, learning, assessing, and refining.
 
Great service is an art. The process of assessing what excellent service is --- and determining how to deliver it --- never stops. A meticulous attention to detail results in a perpetual analysis of quality, performance, and standards."
 
 
 
In a survey of customer service, beyond customers wanting to be treated fairly, courteously, and professionally, they also look for other essential qualities during a service experience such as courtesy, prompt attention, reliability, personal attention, responsiveness, and knowledgeable staff. The staff of e-Recovery Solutions meets and exceeds the expectations of our client's and their customers/patients.
 
Customary to national companies, profit is the primary focus for their stockholders. A push to their collection agency is mandatory for the money to come in, and customer service plays a back seat. Our analogy as a small, locally owned company is that our fiduciary duty is to our clients, not to stockholders. Although we do keep profit a key concern, we are committed to a 'zero complaint' standard - keeping in mind our primary concern to represent our clients with respect and regard to their Public & Customer Relation Concerns.
 
We guarantee superior quality service and experience. As your accounts receivable partner, our goal is to teach your staff what elements are both critical and necessary to increase the likelihood of debt recovery. We take a proactive approach to your receivable needs, and not a reactive approach.
 
Endless reporting capabilities to enhance monitoring and measuring methods that will assure and increase effectiveness.
 
While performing our scope of account recovery, we remain sympathetic to resolving patient/consumer complaints, disputes, and addressing matters of their concern. We strive to diffuse any hostility by ensuring the ease of our accessibility; by making their concerns, our concerns; and by doing so with a sense of urgency in getting the matter resolved quickly.
 
Our collection staff is compensated either on an hourly basis or salary. None of our collectors are paid a commission, however - we do provide year-end bonuses during profitable years. It is our belief, based on an excess of 50 years in the business that collectors on commission tend to be aggressive and contentious. This is counteractive to good Public Relations for our clients and our company.