Professional Documents
Culture Documents
(BC) Group 1 Proposal
(BC) Group 1 Proposal
Tô Thùy An - 11180038
Phạm Lan Anh - 11180425
Nguyễn Ngọc Linh Chi - 11180774
Lê Thùy Dương - 11186187
Nguyễn Đức Hải - 11181435
Topic 2: The rude attitude of employees when collecting debt from customers
Problem: This is a systematic and long-term problem of FEcredit. In the past few years,
customers often complain that FE credit staff or representatives have aggressive and offensive
debt collection methods such as:
making continuous phone calls to remind customers
using harsh words or insulting customers and references ( usually relatives, friends of
customers)
In the media, there are many articles, blogs and Facebook posts criticizing FEcredit's
unprofessional working attitude. Consequently, FEcredit’s reputation in the financial loan
market is damaged and many people decide to boycott the company. Therefore, FEcredit is
likely to lose market share and its leading position in the financial loan market to other
companies such as Homecredit, F88, …
Example: A customer of FE Credit expressed that he was repeatedly called to remind him of
his debt, regardless of the day and night. Even though it was just one day late, the staff still
insulted him as if he was trying to avoid a billion VND in debt. This customer decided to never
use FECredit's service again and advised friends and family to do the same.
Other examples may be found here: http://vnfinance.vn/tai-chinh-ngan-hang/khach-hang-cua-
fe-credit-vay-mot-lan-va-ton-toi-gia_t114c10n7063
Reason: Fe credit is a “famous” financial company with a rude debt collecting style and a
sophisticated loan scheme. We analyze this situation above to be more aware of this problem
and have a reasonable solution. Before taking out a loan, borrowers have to be sure to find out
the lenders (banks, creditors) which have a good reputation and the legal terms are about
interest rates, loan insurance, payment terms, and especially debt collection methods. Having
relevant knowledge will make it easier to choose a suitable lender when necessary.
Analyze based on the knowledge from BC course: We anticipate that the knowledge in
Chapter 9 about delivering persuasive messages and Chapter 2 about team development and
etiquette would be usable for the analysis of this issue, as well as for the recommendation of
some suitable solutions.
Lessons:
In case of customers still have not paid enough money after the due date, FEcredit should
protect their image by only using legal debt collection methods with customers and filing
lawsuits against them if necessary
FEcredit definitely should avoid illegal methods such as insulting customers, hiring
gangsters to threaten customers.
FEcredit should check customers' loan profiles more carefully to reduce possible bad debts.