When people ask what my business does, I always answer, “We are a service company that happens to be working in the credit card processing industry.” I think that’s the attitude this company has. In our industry, everyone is offering very similar products. Yes, we differentiate ourselves by offering top-of-the-line equipment and great bonus plans, but the biggest key to our company’s success is service.
Great service is our mission. Who else can say that every service call is answered within 30 seconds by a real person – not a machine? The dedication to our customers also extends to our agents. Any time a merchant contacts our office, we make sure to e-mail the agent with all of the information regarding that contact, including the resolution of the problems. This commitment to keeping agents informed is part of our goal to provide the preeminent service in the industry.
With that goal in mind, we’re working on a number of ways to improve service. Our sales partner support team has been expanded to make sure we have the proper ratio of support staff to sales partners. We’re enhancing our systems so that agents can make changes to customer terminals via an online portal, without the need to call our technical support help desk. Also, there is a new merchant-facing website that is in development which will have FAQs, tech-support chat, supply order forms and other resources to deal with services issues.
At the end of the day, our business is built on retaining customers. I read somewhere that a customer who has had a problem resolved is more likely to stay a customer than one who has never had a problem. We obviously strive to get things right the first time, but we also want to make sure that we’re always there for our customers and agents, resolving issues quickly and accurately. And with our continual focus on service excellence, I am confident we will be.
I sincerely thank you for all your hard work and dedication to North American Bancard. Our continued success is a direct reflection of your efforts.
