The qualitative, phenomenological study examines the perspective of debt collection professionals at XYZ Financial Services to acquire an in-depth understanding of the Three Cs model, a customer relations model relevant to the financial services industry. Findings presented how the model has supported debt collection efforts, improved customer relations, and provided a positive image for the financial services industry. The process whereby deploying the Three Cs model in an attempt to transform XYZ Financial Services into a culture of value was based on the themes that emerged within four dimensions. Internal process involves monitoring and assuring collectors are following state and federal guidelines that govern debt collection. Human relation involves the skill-sets needed to be a successful collector and the free flow of information between collectors and departments. Open system involves adaptation to external forces, which would include complying with guidelines governing debt collection and adaptation to changing customer characteristics (smart debtor). Rational goal involves using the Three Cs to cope with external forces. Findings show the model has been implemented throughout the collection department.
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