Those within the anti-payday loan camp have said much about how they think the long product is explicative. This diatribe will never end, regardless of the facts. However, here’s something that the best pay day loan business organizations do that not only reflects top quality customer service, it helps ensure that employees are doing their jobs properly – a surprise audit.
What a surprise audit does
According to the payday loans no fax industry blog, pay day loans stores should perform surprise audits on a regular basis. When employees may not know when the surprise audit is to start (that’s the point), they should be made aware of what’s happening once the surprise audit commences. Payday loan industry blog explains the surprise audit is not designed to punish good employees (which most pay day loan business employees are), but to prevent the small amount of employee fraud that may occur.
Choose a good customer from the recent transactions
This is a chance to follow up with the customer via contact they’ve given. Make sure they know who you are and make it very clear to them that you appreciated their patronage with their last pay day loan. Simply say “thank you” and ask if there’s other things you can do for them. Then allow the customer all the time they need to reply. This is classic customer retention efforts through conscientious customer service.
Truly listen to your customer
Ideally, customers will say they have a positive experience and would use a pay day again. You may find the customer has a negative story to tell concerning their customer service experience. This may happen from time to time, and can be addressed with minor coaching.
What if there has been employee fraud?
Employee fraud is the worst of all possible worlds for your pay day business. The damage employee fraud can do to trust between customer and business as well as business and employee is great. To be more specific, employee fraud is when a payday loan employee take out a loan under another identity, likely a previous customer’s. This smacks of identity theft. Quoting Payday loan industry blog, “as many as 22 percent of payday loan contracts are bogus,” but that seems too high. However, a surprise audit should nevertheless be used as a preventative measure. If the payday loan business does this, they show both their employees and customers the customer comes first.
