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Table of Contents

Lead Story

Lose the price war, win the merchant


Industry Update

Tribul Merchant Services: Bullish on merchants

Visa's vigilance pays off, PCI compliance takes off

When the system is down: Yipes!

Amazon flexes muscles with flexible payments

Cashless vending catches on


Taking the kiosk to the ATM

Tracy Kitten

Industry Leader

Mary Gerdts –
Pluck and intergrity lead from bean field to board room


Knock fraudsters down with knowledge

Patti Murphy
The Takoma Group

Certify the good, blacklist the bad

Biff Matthews
CardWare International


Street SmartsSM:
Buyer beware: That means you, dear MLSs

Dee Karawadra
Impact PaySystem

Risk assessment: What you need to know

Ross Federgreen

A real-life approach

Nancy Drexler
Marketing Moguls

Primo processor practices

Adam Atlas
Attorney at Law

The key to EBT

Jason Felts
Advanced Merchant Services Inc.

Banish chargebacks through communication

Steve Schwimmer
Renaissance Merchant Services

Company Profile

All card Processing-AAMonte-USA

3 Delta Systems

New Products

Merchant boarding simplified

Product: Comprehensive merchant application
Company: United Bank Card Inc.

Easy-as-pie PCI compliance

Product: HackerGuardian PCI PLUS Daily Scanning
Company: Comodo


Feed your reps, and they'll feed you



Resource Guide


A Bigger Thing

The Green Sheet Online Edition

August 27, 2007  •  Issue 07:08:02

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Feed your reps, and they'll feed you

The difference between what we do and what we are capable of doing would suffice to solve most of the world's problems.

Mohandas Gandhi

In the payments industry, customer service is paramount. The quality of your day-to-day interactions with clients can mean the difference between having a bevy of contented, loyal customers who provide residuals for years to come and a churning group of disgruntled merchants who bad-mouth you every chance they get.

To ensure client stickiness, learn the foundations of effective customer service, and put them into practice. For example:

But unless you're a superhero, you can't maintain superior performance levels by yourself, especially if you're growing a business to sustain you now and through retirement.

If you try to go it alone, Murphy's Law will inevitably come into play, as it always does. And when that happens, you'll be stretched too thin to take care of problems before they frustrate merchants beyond the breaking point.

You'll burn out eventually and possibly even leave the industry with shoulders slumped in discouragement.

Many routes to rewarding results

So, how do you keep a smile on your retailers' faces and a spring in your step?

Hire the best help available, prepare them well and keep them motivated. It sounds simple enough. But once you've hired the right customer service reps and trained them, how, exactly, do you keep your crew inspired?

After all, it's not their business; it's yours. How can you expect them to care as much about your company as you do? Here are some tips:

Spotlight Innovators:

North American Bancard | USAePay | Board Studios