Bankcard Doesn't Have To Be A Commodity
Or another way to be differentiated from the pack
Some ISOs are struggling to find a way to differentiate themselves from the many organizations with which they compete. One of the most common ways is to beef up what is believed to be "good" customer service by making themselves more accessible for equipment problems, supplies, or just general processing questions.
Here are some tips to remember when customers or even prospects call while you're out:
1. The caller can always call a competitor who is in. So, return the call ASAP, by the end of business the next day, at the latest.
2. Never let an answering service or employee ask the prospect to call back. Train your staff to get the name, company, number, and reason for the call. (If you have voice mail, ask for those specific items). Then put the responsibility to call back on you.
3. Even if you have the cheapest and/or best service on the planet, it will not make up for inaccessibility. In this day of cell phones, pagers, etc., you have to be as accessible as possible.
4. The caller shouldn't have to try and maneuver through a confusing voice-mail system-they may call someone else if your system is too difficult.
5. Always sound delighted that the person chose to call you. Instruct your staff to do the same. The caller doesn't have to tolerate indifference-by you or your staff. They could've just as easily chosen to call someone else (and they still can!).
6. Provide a time when you will be able to return calls. If you have a receptionist, let them know when you will be returning calls. Set aside a specific block of time to return calls each day.
The caller's impression of your business is vital, even when it is of your phone system.
