Responsible Finance Forum

Treating Clients with Respect at Fundación Mundo Mujer Popayán

01 March 2012
Source:  The Smart Campaign

Treating clients with dignity and respect helps financial service providers adhere to both their social mission and financial goals.It is a “win-win”—the client is satisfied and the provider gains the client’s loyalty and continued business. This dual advantage can motivate providers to improve their policies and procedures governing staff-client relations,including collections practices, ethical standards, complaints mechanisms, and staff training.

The Smart Campaign’s Client Protection Principle on Fair and Respectful Treatment of Clients states: “Financial service providers and their agents will treat their clients fairly and respectfully. They will not discriminate.Providers will ensure adequate safeguards to detect and correct corruption as well as aggressive or abusive treatment by their staff and agents, particularly during the loan sales and debt collection processes.” This Smart Note highlights how FMM Popayán is working to put this principle into practice.